- Professional
- Ufficio in Milan
Job Title: Customer Service Representative (CSR)
Department: Operations
Reports to: Supervisor
FLSA Status: Nonexempt
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
- 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
- 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.
LANGUAGE SKILLS:
Ability to read and interpret documents, including protocols, standard operating procedures, customer orders, and pick tickets.
REASONING ABILITY:
Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Always provide a safe and clean workplace.
Work and schedule containers in accordance with client’s expectations.
Ensure all Live loads have appointments times, and they are communicated to the Receiving Dock Team Leader.
Maintain performance at or above Receiving’s KPIs.
Make Container’s ASNs available prior to the actual receipt.
Reconcile OS&D within 1 hour of the trailer/container’s unload completion time.
Close OS&D within 4 hours of the receipt.
Document OS&D onto the Smart Sheet by the end of the business day.
Process Problem Freight within 48 hours of receipt.
Ensure all problem freight is in the problem freight area and is organized and Identified
Manage all activities associated with ASN closures.
Perform periodic audits and system analysis to ensure procedural discipline and accuracy regarding procedural compliance and client’s expectations.
