Position Interactions: The Customer Service Representative interacts internally with Office Management, Warehouse Management, and coordinates with warehouse staff. Externally the position interacts with customers, dispatchers and truck drivers.
Position Summary: The Customer Service Representative (CSR) is responsible for providing customers with high-quality, professional service and acting as a liaison between customers and the warehouse. This role ensures timely and accurate order processing, documentation, billing, and communication, while addressing and resolving customer issues in a positive and professional manner. CSRs play a key role in maintaining inventory accuracy by correctly entering transactions into the Warehouse Management System (WMS) and coordinating with warehouse staff to ensure operational efficiency.
Primary Responsibilities:
Customer Service & Communication
• Serve as the first point of contact for customers, carriers, and drivers, delivering prompt and professional assistance.
• Accurately and clearly communicate with customers by phone and email to answer questions, resolve issues, and coordinate warehousing business.
• Respond to customer and internal inquiries in a timely and professional manner.
• Report and escalate customer concerns to management as needed, offering proactive solutions
Order & Documentation Management
• Accurately create receipts and shipments in the WMS and produce required paperwork.
• Ensure order keying and billing accuracy meets or exceeds company standards.
• Maintain accurate records of product received, shipped, and billed.
• Immediately report and help resolve inventory discrepancies.
Coordination with Warehouse Operations
• Partner with warehouse staff to ensure receiving and shipping accuracy.
• Schedule inbound and outbound deliveries with carriers and maintain an up-to-date schedule.
• Log drivers in and out of the facility and coordinate dock assignments.
• Verify trailer/container seals for accuracy, break seals, and apply new seals when necessary.
General Office & Team Support
• Maintain a neat, professional, and secure working environment, including workstations and dock office areas.
• Contribute positively to a team atmosphere and support continuous improvement initiatives.
• Follow and enforce company policies, including Food Safety program, audits, and security requirements.
• Perform other duties as assigned.
Required Skills, Knowledge, and Abilities:
• Excellent customer service skills with an understanding of the impact of service failures.
• Strong verbal and written communication skills in English (bilingual ability a plus).
• Problem-solving ability and capacity to establish practical solutions.
• Proficiency in Microsoft Office and experience with Warehouse Management Systems (WMS).
• Strong attention to detail, organizational skills, and ability to manage multiple priorities.
• Excellent phone and email etiquette.
• Basic math skills.
Physical Requirements & Work Environment:
• Ability to sit, stand, walk, and navigate stairs throughout the shift.
• Ability to go outside in all climates to seal/unseal trailers.
• Ability to use bolt cutters and wire cutters to break seals when required.
• Work in warehouse conditions with exposure to temperature swings, noise, dust, and high forklift/truck/pedestrian traffic.
• Must be able to pass agency background checks and drug screening.