Customer Service Representative (CSR)

Position Overview

• Location Type: Remote
• Job Type: Not specified
• Salary: Not specified

As a Customer Service Representative (CSR), you will be the primary point of contact between our clients and warehouse operations. This role is critical in ensuring that orders are processed, routed, and shipped accurately and on time, particularly focusing on managing routing to wholesalers and retailers. You will play a vital role in maintaining strong client relationships, resolving issues, and supporting the smooth flow of order fulfillment.

Requirements

• Prior Experience: Preferred experience in a 3PL, logistics, or supply chain environment.
• Routing Knowledge: Familiarity with routing guides, retailer compliance, and shipping requirements for wholesalers is required.
• Wholesaler Routing: MUST have prior routing experience with wholesalers.
• Customer Relationships: Proven ability to build and maintain strong customer relationships with a focus on excellent service.
• WMS Proficiency: Proficiency in using Warehouse Management Systems (experience with Extensiv or similar platforms is a plus).
• Typing Skills: Strong typing skills (minimum 40 WPM). (Note: A typing test will be required)
• Communication Skills: Excellent communication skills, both written and verbal.
• Attention to Detail: Strong attention to detail, organizational, and problem-solving skills.
• Work Environment: Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.
• Software Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other communication tools.

Responsibilities

• Serve as the main point of contact for assigned clients, responding to inquiries and providing updates on order status, inventory, and shipping.
• Coordinate order routing to wholesalers, retailers, and other partners, ensuring compliance with client-specific routing guides and shipping requirements.
• Monitor order progress using Warehouse Management Systems (WMS) and proactively communicate any delays, discrepancies, or issues to clients.
• Submit routing requests, schedule carrier pickups, and track shipments to ensure timely delivery.
• Collaborate with warehouse staff to ensure the accurate picking, packing, and shipping of orders.
• Manage order exceptions, including cancellations, returns, and changes, while providing updates to clients.
• Maintain thorough records of client interactions, order updates, and issue resolutions.
• Work closely with the WMS Manager and warehouse team to streamline processes and enhance service levels.

Additional Details

• Employment Type: Remote
• Workplace: Remote
• Language: en
• Department: Not specified
• Published: 2025-01-10
• Remote: Yes