CSR

Job Description

JOB SUMMARY:

The CSR is primarily responsible for providing outstanding customer service and operational oversight for Sunland Logistics Solutions, Inc. customers by utilizing highly, in depth knowledge of customer products, procedures and processes

DUTIES AND RESPONSIBILITIES:

The Customer Service Representative performs to the following tasks:

Control and authority over all aspects of inventory and order management

Handle all crisis resolutions

Manage inventory control and quality assurance for customer products

Direct control over traffic, IT and operational processes that affect a positive outcome in the area of customer service

Establish rapport with customers and interact to ensure open communication for problem resolution

Provide timely feedback to customers regarding service failures or any other concerns

Exercise discretion in inventory situations to ensure orders are shipped complete

Directs workflow of orders to Traffic and Operations Departments for timely shipment

Address all customer issues and ensure effective and long-term problem resolution

Make decisions and dictate to Operations what priorities are and flow of work to be accomplished

Handle all billing and collection issues

Handle irate customers in a professional manner

Obtain customer feedback

Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Excellent customer service skills

Ability to read and interpret documents such as invoices, pick tickets, customer orders, procedure manuals, and requisitions

Ability to calculate figures and amounts

Ability to interpret technical documents

Excellent verbal, written, and interpersonal communication skills

Ability to organize and manage multiple priorities

Ability to work in a team environment

Good computer skills (Microsoft Office operations)

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); three years or more related experience in customer service, preferably 3rd party logistics or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

Possess or have ability to become forklift certified