Description

Job Title: Customer Service Representative

Department: Operations

Reports To: Distribution Manager

Position Type: Full Time

Schedule: 2nd Shift - 2:30pm - 11pm, Mon - Fri, with O/T + weekends when required.

Hourly Wage: $20.00-$21.50/Hourly

Values and Business Practices:

• Customer First – We deliver on what we promise to our customers with a positive attitude.
• We treat everybody with respect and dignity.
• We operate with high business ethics.
• We are a good corporate citizen.
• We value our professional relationships.
• We strive to have a “Continuous Improvement Culture”.
• We are committed to the safety of our employees and our equipment/facilities.

Company Expectations:

Our expectation is that all employees, customers, vendors will perform in a manner that will ensure long term success.

Flexibility:

Works the hours needed to support the business goals (including overtime, weekends and holidays). Remains open-minded, performs a wide variety of job tasks, transitions from task to task effectively (multi-task).

Reliability:

Always present and punctual; arrives prepared for work. Completes work in a timely, accurate and consistent manner. Plan and schedule your time off in advance with your supervisor or manager. Avoid unscheduled days off which will result in attendance points.

Attitude:

Maintains a “Whatever it Takes” attitude. Lives by company stated values and inspires others.

Willingness to learn:

Approaches new tasks with an interest to learn. Has the ability to learn techniques as job task requirements change.

Initiative:

Seeks out additional work when job tasks are completed. Goes above and beyond required tasks. Participate in pre-shift meetings and department meetings. Display pride in your work area by maintaining daily housekeeping of our operations building, equipment, break rooms, restrooms, smoke areas, etc… Promote teamwork and assist in all areas and processes in the operation as needed / required.

Quality of Work:

Maintains high standards despite pressing deadlines. Produces accurate, thorough and professional work. Understands the importance of “Only Handle It Once – OHIO”, by completing work correctly the first time.

Follows directions:

Follows all written and verbal instructions provided by management, project leader, etc…

Communication:

Shares all information in a professional and factual manner ensuring the best decisions are made for the company. Report all issues to your manager/supervisor.

Appearance:

Maintains an appropriate appearance and dresses in accordance with the established dress code guidelines to your respective position.

Safety:

Follows all rules, guideline, and practices. Informs supervisor / manager immediately if unsafe conduct or conditions arise.

Position Competency:

1. Ability to coordinate, problem solve and communicate workflow with customers, fellow employees and outside carriers.
2. Intermediate computer skills including Microsoft office, WMS, document scanning, copying and basic office skills.
3. Proficient and accurate data entry skills.
4. Must be able to sit for extended periods.
5. Must be able to twist, squat and reach above shoulder level

Productivity:

• Notify manager/supervisor if trailers are not being unloaded and loaded within the designated time frame.
• Enter and complete all inbound and outbound orders and extra billing by end of work shift.
• Review open receipts and orders daily and communicate any issues to your manager.
• Assign trailers to designated dock doors to ensure efficient warehouse flow.
• Follow our Standard Operating Procedures (SOP) and specific customer work instructions.

Safety:

• Follow established Dock Safety Policy
• Follow safety and security policies and SOPs
• Follow established Visitor Policy.
• Follow Inbound Trailer Security and Outbound Trailer Security SOP.

Quality:

• Ensure that all system entries are accurately entered.
• Follow our Standard Operating Procedures (SOP) and specific customer work instructions.
• All outbound orders must be accompanied by a Bill Of Lading or blue outbound form, including transfers.
• Complete a dock trailer check as determined by your manager to verify any drop trailers and update door log chart.
• Ensure lift operators have completed all inbound and outbound paperwork correctly. Transfer handwritten notes to the original Bill of Lading paperwork prior to releasing the driver (shortages, overages, damages, etc.)
• Initiative
• Knowledge of multiple accounts and/or job functions within given operation.

Customer Service:

• Interface directly with the customer and maintain a professional and courteous relationship with all customers.
• Ensure customer requests are responded to within an hour. Provide customer with an estimated time of completion including a factual response.
• Immediately escalate to management customers complaint (i.e. inabilities to meet customer request or customer reported errors).

These expectations are meant to be a guide and may be changed at any time at the discretion of Allen Distribution.