Customer Support Associate I & II

Essential duties & responsibilities related to this position function include, but are not limited, to the following:

Operational

Manage and respond to a high-volume of phone calls and emails (50-100 daily); there will be a wide variety of interaction types including incoming advanced shipment notification, order/expedite requests, order status updates, and other general requests for information. Logs, track and document requests, responses and other information appropriately.

Coordinate with Supply Chain Department (and potentially suppliers directly) to provide a status on products and services ordered by Banneker for delivery to the customer. Acts as a liaison to also communicate changes to customer orders to the appropriate departments.

Receive and processes all order releases, including systems update and customer notification.

Maintain positive customer relationships by responding to and resolving customer inquiries, problems and complaints or referring them to designated departments for investigation in a timely and courteous manner.

Act as the liaison between Operations and the customer in administration of accounts and between the back office and customer regarding invoicing and credit changes; manage day-to-day customer relationships.

Receive and enter shipment receipts (ASNs, etc.) and customer orders into Warehouse Management System (WMS).

Coordinate scheduled and non-scheduled customer pick-ups and deliveries through Shipping & Receiving Department and provide billing support. Coordinate special, last minute shipping requests with the Shipping & Receiving Department, expediting orders as necessary.

Track shipments and deliveries, assisting customers in an expeditious manner with troubleshooting of orders, providing pick-up and delivery times for proof of deliveries, and any other problem solving.

Assure proper invoicing of accounts through customer activity reports. Furnish shipping and tracking information to customers as required. Assure proper invoicing of accounts by verifying computer generated invoices.

Assist Management with creating and implementing processes and systems to handle different service needs of our customers such as RMA management, kitting, inventory setup for new products etc.

Understand all customer guidelines and requirements, including contractual obligations.

Assist with IT integration projects to support customer needs for automated order fulfillment.

Participate and/or facilitate customer facility visits.

Banneker Supply Chain Solutions, Inc.

582 Great Road, Suite 101 North Smithfield, RI 02896

(phone); (fax)

POSITION DESCRIPTION

In addition to the above duties, the Customer Service Associate II will be responsible for the following:

o Participate in B.O.L.T. for onboarding of new customers.

o Primary contact for North Kingstown facility and additional contracts as assigned.

EHS, Security & Other

Maintains safe and clean work environment using 5s principles and by keeping vehicles, workstations, aisles, storage locations and other warehouse areas neat and organized at all times.

Assist in maintaining the security of the warehouse. Conduct operations in a manner that promotes safety. Comply with OSHA and MSDS Standards.

Comply with health and safety standards for the warehouse and with all associated company, local, state, and federal guidelines.

Wear the proper personal protective equipment (PPE) as required.

Participate in company EHS program as required. May be assigned facilities duties as needed (e.g. sweep, dust, mop, etc.)

Contribute to maintaining compliance to Quality Management System certifications and participate in projects and initiatives focused on driving Continual Improvement throughout the organization.

MINIMUM REQUIREMENTS

Must have a valid driverâ s license or Government issued ID assigned by the state of current residence.

Must be a U.S. Citizen or clear E-Verify and successfully pass a Background Check.

Team Members may be asked to secure a Government Security Clearance.

Must pass pre-employment tests, if applicable.

Must be professional at all times.

Must possess willingness, tolerance and endurance to work long or irregular hours during peak seasons, including weekends if necessary.

KNOWLEDGE

Some knowledge and experience of EDI, billing, scheduling, routing, warehouse management systems (WMS) and warehouse operations support processes is required.

Excellent track record of providing solutions with the ability to anticipate and react quickly and appropriately to potential problems; follows-up in a timely manner to all tasks and any issues not immediately resolvable; ties all loose ends.

Experience in successfully managing multiple client accounts, a high volume of email and follow up calls to clients.

Experience in ISO, AS9100 or similar quality management systems environment preferred.

EXPERIENCE

Minimum 1 year of customer facing operations support/customer service and routing experience in a 3rd Party Logistics (3PL) Distribution Center or similar is required.

INITIATIVE & INGENUITY

Highly organized and detail-oriented with the ability to multi-task while remaining productive and focused.

Must be able to work independently and as a team, as assigned.

Able to maintain a positive, professional and constructive tone with team members, management and customers.

Strong time management ability to prioritize workload to meet deadlines.

PHYSICAL DEMAND

The majority of the work performed is conducted primarily in a warehouse facility and at a times in an office environment. This work requires the incumbent to regularly sit for extended periods of time while staring at a computer screen and may infrequently require the incumbent to be able to lift up to 20lbs. The incumbent must have

visual acuity for both close and distance, color definition, peripheral acuity, depth perception and the ability to quickly adjust focus from one perspective to another. MENTAL/VISUAL DEMAND

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to quickly adjust focus from one perspective to another.

Superior written and oral communication skills.

SAFETY OF OTHERS/ PRODUCT

Adhere to all company safety rules and guidelines.

WORKING CONDITIONS/ HAZARDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The majority of the work performed at a desk in a warehouse facility environment. The warehouse environment will be protected from extreme heat and cold temperatures, but ambient temperatures typically range from 50 F - 75 F and proper dress should be considered. Personal protective equipment is required in the warehouse area that may include safety shoes, gloves, protective eyewear and helmets. There will be heavy traffic in the warehouse facility and while in the warehouse, there will be moderate noise.

At HW Staffing Solutions we recognize the value of our employee associates as equally as our clients. We are passionate about people and improving the lives of every associate, we do this by connecting you with great companies and great opportunities. We celebrate our awesome diversity, believe that everyone has a unique talent, and appreciate the passion and perspectives that each of us bring to the table. Discover a new way to work together with a company that is focused on offering the best opportunities, benefits and career advancement in Accounting & Finance, Office & Administrative, Light Industrial, Professional & Technical, Call Center, Food Processing and Hospitality. HW Staffing Solutions is an Equal Employment Opportunity company.