SUMMARY

Responsible for providing proactive and excellent customer service to assigned accounts, assisting with scheduling inbound and outbound shipments with Customer’s Carrier’s (including LTL and TL shipments) if applicable, and managing invoices and billing documents.  Responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. Helps implement Company Quality, Safety, and Customer Standard Operating Procedures (SOP’s.).  Coordinates with vendors, sales staff, customer service representatives, billing representatives, warehouses and shippers, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain consistent contact with clients and agents.

• Act as a liaison between the warehouse and the customer for account and operational needs and work to resolve any discrepancies between the two.

• Develop/maintain productive relationships with clients, vendors, agents, and industry partners.

• Oversee all aspects of assigned orders. Including order entry, scheduling transportation needs, maintaining order communication, tracking order status, addressing cancellations, resolving order issues, maintaining documentation, and providing proactive customer support.

• Maintain and adhere to company SOP’s and Quality Assurance process and guidelines for all Customers and warehouse activities, including order specs, shipping requirements, and communication (systems/email/phone) specific to each customer.

• Support onboarding process for new customers.

• Maintain damage records, backorder logs, and any applicable regulatory reporting as needed.

• Identify and recommend process improvements.

• Coordinate with corporate billing staff to ensure all warehouse accounts are billed accurately and timely. May review/prepare billing as needed.

• Maintain Project KPI’s. Identify and recommend training, work allocation, and problem resolution.

• Maintain customer reporting for both internal and external customers.

• Participate in internal and/or external customer meetings.

• Participates in the development of department goals and objectives; recommends, implements, and administers methods and procedures to enhance operations

QUALIFICATONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

Minimum of High School Diploma, college degree or some college experience highly preferred. Minimum 2+ years of direct experience in a similar industry, or 2 year completion of Logistics and Transportation courses through accredited college.

Supervisory Responsibilities:

Directly supervises a team of 5-15.

Knowledge, Skills, and abilities:

Knowledge of inventory management procedures and general warehousing terminology and practices. Familiarity with warehouse and inventory management systems required. Solid mathematic and financial accounting principles. Proficiency with all MS Word programs (e.g. Excel, Outlook) and ability to quickly learn warehouse system and transportation systems, if applicable. Ability to do spreadsheet tracking and data analysis is vital. Interpersonal and communication skills are critical. Must have the ability to manage multiple party communications utilizing various forms of software technology and will be expected to successfully negotiate and resolve customer claims. Must excel in time management, prioritizing deadlines, and communicating with Management proactively if deadlines need to be extended. Must have strong teamwork and cooperation skills. Must be able to periodically work a flexible schedule.

PHYSICAL/ENVIRONMENTAL DEMANDS

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.

Physical Activity Level:

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl, see clearly and talk or hear. The employee must regularly lift and/or move up to 49 pounds unassisted. The employee must be able to carry and climb a ladder. Must be capable of standing and walking for extended periods. Must be able to twist, stoop, squat, reach above shoulder level and crouch on a frequent basis. Must be able to use hands and feet simultaneously and for repetitive movements.

Working Conditions:

Cubicle working environment. Noise level in the work environment is usually moderate. Some facilities may cause exposure to warehouse working environment where loud noises are typical and exposure to varying weather temperatures may exist.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.