Customer Service Account Specialist

Customer Service Account specialist
Position Summary: FW Logistics is an experienced logistic service provider that is big enough to handle supply chain logistics needs while still being small enough to give specialized service. We are seeking a dynamic individual to join our team as a Customer Service Account Specialist.

The Customer Service Account Specialist’s primary purpose is to be responsible for customer service activities such as responding to inquiries, processing orders, and handling customer complaints and questions in a prompt, courteous and effective manner.

In addition to working in an office environment, the person in this role is responsible for understanding and performing warehouse related duties, such as but not limited to cycle counts.

Essential Duties/Responsibilities:

• Proactive communications with customers regarding the services delivered by the Company.
• Communicate professionally, effectively, and promptly with customers to provide information and support regarding the day-to-day operations and customer inquiries and/or concerns.
• Maintain the data integrity of account information stored in the Company Warehouse Management Systems (WMS).
• Ensure accurate order entry and release of same information to staff as needed.
• Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Prompt follow up to ensure that appropriate changes are made to resolve customer issues.
• Contact customers to respond to inquiries or to notify them of their order status or any adjustments.
• Verify the accuracy and completeness of information that appears questionable.
• Enter information into the WMS systems and prepare correspondence as needed or required.
• Sort and file records along with reviewing all work for errors and makes corrections as needed.
• Communicate with carriers as assigned by the customer
• Where applicable, review the customer’s contract to ensure compliance with terms and conditions outlined.
• Ensure accuracy of all billing charges customers as outlined in the customer’s contract or per FW Logistics management.
• Verify accuracy of Inbound shipments such as warehouse location for delivery and verify all other necessary information prior to accepting the load.
• Where applicable, all damages and variances must be noted per their customer’s requirements.
• Ensure drivers have all necessary documents (SDS if necessary, placards, invoices etc.), correct product and weight for all outgoing shipments.
• Review daily all pending loads, to ensure all transactions for a particular day are processed.
• Maintain current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities
• Other duties as assigned

Required Knowledge/Skills/Abilities:

• Accountable – demonstrating individual accountability which results in collective success. This means never adopting a “That’s not my job!” attitude. Willing to do what needs to be done.
• Adaptable – able to demonstrate flexibility and agility to ensure customer and client needs are met.
• Results Driven – passion to create positive results that maximize sustainable profitability for our future success.
• Compassionate – genuine concern for others.
• Customer Focused - Able to base your work on the customer by continuously improving processes to eliminate errors, create value, provide better service, and enhance quality.
• Able to establish positive working
• Intermediate Microsoft Outlook, Word, and Excel skills.
• Ability to write reports, business correspondence and read/interpret documents.
• Ability to effectively present information and respond to questions from groups of managers, customers, and co-workers.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to communicate verbally and written effectively

Education and Experience:

• Associate Degree or certification in related field such as business administration, customer service or supply chain specialist is required. NOTE: 3 plus years of experience may be used to meet educational requirement.
• 2 years in a customer service and/or warehouse, distribution center, fulfillment center environment

Physical Requirements:

• Use a computer, telephone, and other office equipment. Sit for extended periods of time, up to 8 hours a day if required.
• May require walking primarily on a level surface for periodic periods throughout the day.
• Reaching above shoulder heights, below the waist or lifting as required to file documents.
• May include lifting up to 25 pounds on occasion.

Primary environment: Shared office area with ambient room temperatures, lighting and traditional office equipment found in a typical office environment. The performance of this position requires exposure to warehouse areas where, at certain times, temperatures fluctuate based on external weather conditions.
FW Logistics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Bridgeton, MO: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Salary : $18 - $0