1.0 Position Summary
Responsible for coordinating, leading, and assisting in the daily activities of the customer service group. Continues to provide various direct services to distribution center customers and employees, handles inventory transactions for appropriate accounts, and provides high-level analytical services to management.
2.0 Reporting
Reports to: Customer Service Manager & Operations Manager
Terminal Location: 10629 Red Bluff Rd., Ste 100, Pasadena, TX 77507
Office Hours: 8am to 5pm with after-hours and weekend engagement, as required
HR FLSA Status: Exempt
Wages are commensurate with education and experience.
3.0 Essential Functions, Job Duties, and Responsibilities
Directs the operations of customer service personnel and provide input for performance / behavior reviews.Processes and monitors shipping and receiving transactions for specific customers.Provides computer and manual reports per customer requirements.Performs problem-solving analysis on customer service processes.Performs profitability and efficiency analysis for management.Designs and implements value-added profitable services to customers.Greets and assists customers, visitors, drivers, and employees in a professional and friendly manner.Communicates effectively with Transportation, Management, co-workers, and customers.Solves problems and handles complaints.Processes warehouse receipts and bills of lading; enter customer orders and confirm shipments.Prepares miscellaneous billings for various warehousing and transportation services.Verifies and reconciles inventory and issues reports as required.Monitors shipment times to deliver within specified time frames.Monitors product that is damaged or on hold by notifying the vendor and working with OM.Works directly with customers on account issues and questions.Contacts customers with discrepancies; researches and resolves discrepancies.Understands and implements contracted rates ensuring accuracy with warehouse, vendor, and WMS.Identifies vendor needs and requirements.Processes month-end closeout for orders and billing.Answers phones as needed.Assists other CSR’s as necessary.Trains new CSR’s as necessary.Provides support to other Dunavant Distribution operations as needed Back-up for this position is Customer Service RepresentativeActs as back-up for any of the team members as needed.Performs all other duties or projects as assigned. 4.0 Education and Experience Requirement Bachelor’s Degree in Business, Finance, Accounting, or Marking preferred but not required; one to two years related technical vocational training; or equivalent combination of experience and education. Two to three year’s customer service experience or related work experience with related experience in supervising associates preferred. Warehouse Management System experience preferred but not required. Webpage knowledge a plus.
