Summary of the Role:
We are seeking a highly motivated and detail-oriented Customer Service Representative (CSR) to join our team. We are a start-up logistics company who provide transportation, storage, and other similar services to a wide range of Customers. In this role, you will be the primary point of contact for our clients, ensuring seamless communication and exceptional service throughout the logistics process. The CSR plays a critical role in ensuring seamless order processing and customer satisfaction. Their primary focus is managing and inputting customer orders while coordinating with internal teams to ensure smooth logistics operations. We are flexible around work schedules and willing to work with the right candidate to make it work.
Primary Day-to-Day Responsibilities Include:
1. Order Management & Processing
Receive, review, and accurately input customer orders into the Warehouse Management System (WMS).
Verify order details, including SKUs/Item numbers, quantities, shipping addresses, and special handling instructions.
Monitor inventory levels to ensure order fulfillment and communicate stock issues to customers and internal teams.
Generate and distribute order confirmations to customers and stakeholders.
2. Customer Communication & Support
Serve as the main point of contact for customers regarding order status, changes, or cancellations.
Respond promptly to customer inquiries via email and phone, providing updates on shipments and order progress.
Address customer complaints or issues, ensuring timely resolution in coordination with warehouse and transportation teams.
3. Shipment Coordination
Schedule and confirm pickups and deliveries with carriers, ensuring timely transportation.
Work closely with warehouse teams to prioritize urgent or special-handling orders.
Track shipments and provide customers with real-time updates on delivery status.
4. Documentation & Reporting
Maintain accurate records of orders, customer communications, and billing details.
Generate reports on order accuracy, fulfillment rates, and service performance for internal review.
Assist in preparing invoices or verifying billable activities for customer billing.
5. Cross-Functional Collaboration
Coordinate with warehouse, inventory, and transportation teams to ensure smooth order fulfillment.
Communicate special shipping requirements, such as temperature control, hazardous materials, or custom packaging.
Work closely with account managers and leadership to improve processes and enhance customer experience.
6. System & Process Improvement
Identify opportunities to streamline order entry and fulfillment processes.
Assist in updating and maintaining standard operating procedures (SOPs) related to order management.
Support system testing and training for new order management tools or software updates.
Qualifications & Skills:
This role requires attention to detail, strong communication skills, and the ability to multitask in a fast-paced logistics environment. Additionally, we are looking for:
2+ years of experience in customer service, logistics, or account management (preferably within a warehouse environment).
Strong problem-solving and organizational skills, with the ability to manage multiple customer accounts efficiently.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office 360 (Excel, Outlook, Word).
Bilingual (English/Spanish) or experience with warehouse management systems are a plus.
Ability to work collaboratively in a team environment while also handling independent responsibilities.
