Customer Service Representative en Distribution Services International, Inc.

Customer Service Representative

Company Overview

DSI is seeking dedicated and detail-oriented Customer Service Representatives at multiple levels (I, II, III, Senior) to join our team. Customer Service plays a vital role in ensuring customer satisfaction and operational accuracy. As the primary contact for daily customer interaction, CSRs are responsible for timely, accurate handling of requests, issue resolution, shipment creation, and reporting. This team partners closely with warehouse operations to deliver “best in class” service for both internal and external customers.

Position Summary

Customer Service Representatives are responsible for ensuring the success of customer work requests through accurate documentation, shipment management, communication, and problem resolution. Responsibilities increase at each level, from supporting core customer service functions to leading reporting, training, and mentoring.

Key Responsibilities by Level

Customer Service Representative I:

1. Receipt & Shipment Creation: Learn and manage customer inbound manifests, ensuring proper creation and upload into the WMS.
2. Work Order Understanding: Provide inbound and outbound work orders to warehouse personnel.
3. Documentation Practices: Ensure complete and accurate documentation, including photo-documentation when finalizing shipments.
4. Billing & Invoicing: Learn and apply procedures related to billable items.
5. SOP Proficiency: Understand and follow DSI SOPs related to bookings, work orders, and customer requirements.
6. Team Collaboration: Demonstrate a positive attitude and work effectively with the team.

Customer Service Representative II:

1. Receipt & Shipment Creation: Ensure all inbound manifests are uploaded into WMS prior to cargo arrival; monitor outbound orders to meet cut-off times.
2. Work Order Execution: Provide inbound/outbound work orders to warehouse teams to ensure timely and accurate execution within customer LOS requirements.
3. Inventory Control: Maintain accurate customer inventory by ensuring all receipts/shipments are posted; ensure cycle counts are completed and inventory matches system records.
4. Reporting: Generate and distribute daily, weekly, and monthly internal and external reports.
5. Tracking & Tracing: Monitor vessel schedules, port cut-offs, drayage moves, and free time to avoid demurrage or per diem costs.
6. Internal Customer Service: Collaborate with other CSR staff and leadership to meet company goals.
7. SOPs: Maintain customer-specific SOPs and ensure warehouse associates are trained.
8. Billing & Invoicing: Generate weekly invoices accurately and ensure all billable items are captured.

Customer Service Representative III:

1. Performance Standards: Maintain a spotless record of accuracy, timeliness, and customer satisfaction over the last 90 days.
2. Advanced Receipt & Shipment Oversight: Independently manage inbound/outbound documentation, ensuring flawless execution and compliance.
3. Complex Inventory Management: Oversee advanced inventory control functions, troubleshooting discrepancies and supporting audits.
4. Advanced Reporting: Generate specialized and customized reporting for customers and leadership.
5. Customer Liaison: Serve as a trusted point of contact for escalated customer needs, issues, or unique account requirements.
6. Team Collaboration: Support and guide junior CSRs by sharing knowledge and best practices.
7. Continuous Improvement: Identify areas for operational improvement in processes, reporting, and customer communication.

Senior Customer Service Representative:

1. Receipt & Shipment Creation: Ensure all inbound manifests are created and uploaded prior to arrival; monitor and manage outbound orders against cut-off times.
2. Work Order Execution: Directly provide work orders to warehouse personnel, ensuring execution meets customer LOS and contractual expectations.
3. Inventory Control: Lead accountability for customer inventory; oversee cycle counts and ensure system alignment.
4. Reporting: Produce accurate internal and external reporting (daily, weekly, monthly).
5. Tracking & Tracing: Monitor vessel schedules, free time, and drayage moves to avoid operational or cost issues.
6. Internal Customer Service: Act as a resource and example for other CSRs, supporting leadership goals.
7. SOPs: Document and maintain customer SOPs and ensure training compliance for warehouse teams.
8. Billing & Invoicing: Lead invoicing processes, ensuring timeliness and accuracy of all billing.
9. Mentorship: Train, educate, and motivate others on the team; serve as a role model without direct disciplinary responsibility.

Qualifications

• High school diploma or equivalent (Associate’s degree or Bachelor’s degree preferred).
• Prior experience in customer service, logistics, or warehouse operations preferred.
• Strong organizational skills with attention to accuracy and detail.
• Proficiency in Microsoft Office and Warehouse Management Systems (WMS).
• Strong oral and written communication skills.
• Ability to multitask in a fast-paced environment.
• Team-oriented mindset with problem-solving abilities.

Benefits

• Competitive salary.
• Health, dental, and vision insurance.
• Retirement savings plans.
• Paid Time Off.
• Opportunities for professional development and advancement.

Why Join DSI?

At DSI, we believe our employees are our greatest asset. If you are passionate about safety and training, and ready to make a significant impact in a dynamic logistics environment, we invite you to apply and join our dedicated team

Qualifications