Distribution Customer Service Representative

Job title:

Distribution Customer Service Representative

Company

Expeditors

Job description

Company DescriptionWe take care of our employees, and they take care of our customers!Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.Our MissionWe recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within – more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs – they’re chances to grow, do what you love and build a career with us!Job DescriptionScope of Position:Provide support to customers to ensure efficient daily operation of all distribution accounts. Must be able to work the shift pattern as required.Responsibilities:Customer Service:

• Daily process and input of all customer orders and distribution account (s).
• Provides daily operational reports that are accurate and timely.
• Runs stock reports to check for product availability.
• Generates all related paperwork and necessary information required for customer work orders, checks all orders for special requests and post inventory records.
• Assists others in their duties with all distribution accounts.
• Performs invoicing through system as per Expeditors policies and procedures.
• Conducts billings, including associated back-up and documentation.
• Provides daily operational reports that are accurate and timely. Performs daily data entry for receiving, order allocation, shipping and inventory management.
• Check rates on associated domestic transportation bills against protected costs.
• Coordinates special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary.
• Trace orders as required and notify customers of any activity concerning their order.
• Ensure proper invoicing of accounts by verifying computer-generated invoices.
• Maintain damage records and backorder logs.
• Handle returned merchandise in an efficient manner in accordance with agreed scope with the client.
• Inputs all receipts, putaways, moves, picks, shipments and cycle counts as required unless operation allows for inputting in warehouse location, if so then CSR must follow up all and monitor completed as per Expeditors International policies and procedures.

Relationships:

• Provides warehouse staff with necessary documents and information needed to complete receiving, and to ship orders.
• Maintains excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and efficient manner.
• Reports customer feedback to management, including any signs of customer dissatisfaction.
• Acts as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.

Clerical:

• Provides support with other miscellaneous projects, filing and research, oversees all paperwork associated with orders and maintain the corresponding files.
• Maintains a current and accurate procedures manual that details the processing requirements for each account.
• Answers phone calls and operate various types of machines and computers necessary to perform duties.
• Effectively corresponds with customers as required.
• Provides support with other miscellaneous projects, filing and research. Receives inventory.

Qualifications

• Education – educated to higher education level for country location preferred OR
• Experience (preferred minimum level of direct experience in a similar position) 2 years. or 3 year experience in warehouse operations position or similar office environment.
• Previous experience in inventory control and/or distribution operations preferred
• Fully proficient with various software applications (i.e. mainframe systems: MS Word, MS Excel) preferably with a base knowledge of inventory control.
• Typing – 30 wpm preferred. Displayed ability to work independently with minimal supervision
• Knowledge/ Skills: General office knowledge, including telephone techniques and computer skills, in a customer service environment is required. Effective communication skills and good hearing is required. Bi-lingual abilities a plus.

Additional InformationWHAT WE EXPECT FROM YOU:

• Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

• Job Execution:

Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

• Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

• Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

• Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors’ standards.

• Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

• Personal Growth and Development:

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.Product Agent Job-Specific Performance Expectations:This section lists the core business-critical performance expectations applicable to all product agents, regardless of department or position.

• Timely and Accurate Shipment Processing:

Ensures smooth and timely freight process flow according to Expeditors’ operational procedures. Follows customer’s standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company’s procedures.

• Timely and Accurate Data Entry:

Ensures accurate and timely data entry into our operational systems according to Expeditors’ operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution

• Timely and Accurate Billing and Accounting:

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

Expected salary

Location

Derbyshire

Job date

Sat, 03 May 2025 22:47:36 GMT

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