Customer Service Representative - Client Portal

Customer Service Representative - Client Portal

Responsible for creating and monitoring orders in client portals using load planning and creating RFS (Request for Shipments) securing carriers, tracking carrier appointments and resolving issues. Ensures accuracy, timeliness, and compliance with operational and customer requirements.

What You'll Be Doing:

• Maintain accurate records of order creation and exceptions.
• Provide proactive updates to customers and stakeholders regarding outbound status and issues.
• Collaborate with outbound and inventory teams to resolve discrepancies or delays.
• Monitor, update, and track carrier traffic through Open Dock.
• Release wave orders for outbound shipments.
• Support continuous process improvements within the shipping workflow.
• Provide back-up support for other Customer Service Representatives as needed.

Waves (Non-UPS) – Specific Responsibilities:

• Manage all client portal Wave orders.
• Release, track, and communicate on the outbound client portal wave orders.
• Communicate to CSRs the Waves that were scheduled.

Performance Expectations:

• Accuracy: Client portal scheduling and reporting must be consistently accurate.
• Timeliness: Issues must be resolved, and escalations must be handled according to protocol.
• Communication: Provide clear, professional, and timely updates to customers and internal teams.
• Accountability: Ensure all client portal RFS, including wave order processing, are completed to standard.
• Collaboration: Work effectively with outbound, inventory, and operations teams to resolve issues quickly and support fellow CSRs.

What You Need:

A. Education: High School diploma preferred.

B. Experience: Minimum of one year of direct experience in a similar position.

C. Knowledge/Experience/Skills:

• Proficiency in general office tasks, including telephone etiquette and computer skills in customer service.
• Excellent verbal and written communication abilities, ensuring clear and concise interactions.
• MS Office, specifically Word & Excel.
• Strong numerical skills, including accurate counting and basic math calculations.
• Legible handwriting and organizational prowess for effective task management and multitasking.
• Capability to comprehend written policies and procedures and follow oral instructions accurately.
• Adaptability to evolving operational demands and customer needs.

Attributes:

• Detail-Driven Devotee: Precision is your middle name; accuracy is your game.
• Collaboration Connoisseur: Teamwork makes the dream work, and you're the conductor of collaboration.
• Proactive Problem-Solving Prodigy: Spot issues before they become a showstopper and bring solutions to the stage.

Are you ready to lead the charge in ensuring top-notch customer service and satisfaction? As a Customer Service Specialist at Wagner Logistics, you'll play a pivotal role in creating a culture of exceptional service and satisfaction throughout our organization.

If you're passionate about delivering outstanding customer experiences and have the skills and qualifications to excel in this role, seize this exciting opportunity! Join us in our mission to elevate customer service to new heights – apply now and become a valued member of our dynamic team!

Physical Demands and Work Environment:

• Prolonged periods of sitting or standing at a workstation while using a computer.
• Occasional lifting and carrying of lightweight objects or materials, such as office supplies or packages.
• Fast-paced office environment with frequent interaction with customers and colleagues.
• Moderate noise level due to phone calls and conversations.
• Regularly use office equipment such as computers, phones, and printers.

Wagner is proud to be an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sexual orientation, gender identity, national origin, disability, veteran, or other protected status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Equal Opportunity Employer/Disability/Protected Veterans