Cross Dock Customer Service Representative 

Role Summary 

The Customer Service Representative will serve as the contact person for client and customer order placement, inquiries, and issue resolution through various communication channels. 

Key Results Area 

• Enters and manages orders from all sources (email, phone, fax, online) and handles any order exceptions, updates, or corrections 

• Manages any driver issues that may occur (scheduling, timeliness, new inbound or outbound activities, etc.) 

• Responds to all customer and client concerns or complaints, ensuring that all inquiries are handled and documented in a timely and professional manner 

• Escalates risk or unresolved order-related issues to appropriate team members or management for support to resolve 

• Ensure that all order execution is completed on time and in a manner that satisfies service level requirements 

• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs 

• Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process 

• Update client business rule documentation, ensuring that internal key stakeholders are aware of any business process changes 

• General understanding of client contractual requirements to ensure adherence to recognize client requests that are outside contract requirements and escalate to management before proceeding 

• Support and maintain all corporate quality standards, policies, procedures, and work instructions outlined in the company process documentation 

Skills & Qualifications 

• High School Diploma or its equivalent is required; an Associate’s or Bachelor's degree is preferred 

• Minimum of 1 year of experience in customer service, supply chain, or order management  

• Strong attention to detail and multi-tasking skills  

• Experience with using an order management system and the ability to learn new systems easily 

• Capable of working both independently and within a team environment 

• Excellent written, verbal, and interpersonal communication skills 

• Accurate data entry and spelling skills 

• Extensive knowledge of Microsoft Office Suite 

• Professional appearance and demeanor 

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.