Customer Service Representative II

Customer Service Representative II

In this role, the Customer Service Representative II provides a high level of customer service to internal and external customers by demonstrating prompt, and thorough attention to issues, requests and handling complaints. The CSR II process, route and schedule orders within required timeframes and coordinates with the operational staff. CSR II will work within the existing warehouse management systems to track and account for each customer order and communicate between customer and operational staff.

Essential Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities include:

• Supporting the operation including processing client orders or receipts, order confirmations, carrier communications and handling general account records.
• Communicating professionally, effectively and promptly with customers by telephone or written to provide information and support regarding the day to day business or whatever the inquiry may arise by either customer or staff.
• Maintaining the data integrity of account information stored in the company internal systems.
• Providing departmental support functions on client as assigned.
• Utilizing the facility information systems to perform tasks related to client account, such as order entry, inventory inquiries, receipt processing.
• Completing daily reports and worksheets as required by both client and management.
• Ensuring accurate order entry and release of same information to staff as needed. Answering customer billing questions.
• Keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Contacting customers to respond to inquiries or to notify them of their order status or any adjustments.
• Assisting in accurately tracking client activities and completing daily spreadsheets.
• Confer with customers by telephone, email or in person to provide information about products and services, shipping and receiving, to take orders or to obtain details of same.
• Monthly billing responsibilities including close and enter charge codes for orders, receivers/work orders.
• Preparing documents, such as work orders, bills of lading, shipping orders, commercial invoices, master BOL's, packing lists and barcode labels to route materials.
• Effectively communicating with other associates, supervisors, managers and senior management.
• Other duties as assigned.

Core Behaviors:

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

Required Education and Experience:

• High school diploma or GED and two years' related experience.
• Experience in distribution/fulfillment environment is preferred.
• Knowledge of Microsoft Office/Outlook/Warehouse Management System (WMS).
• Excellent oral and written communication skills.
• Ability to cross train others.
• Excellent data entry skills. Ability to pay close attention to detail for typing, filing, sorting and proofing.
• Must be able to be professional at all time and flexible with changing situations.

Must be able to communicate effectively orally and in writing. Upholds organizational values.

AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.