Advatix
Cross Dock Customer Service Representative
Role Summary
The Customer Service Representative will serve as the contact person for client and customer order placement, inquiries, and issue resolution through various communication channels.
Key Results Area
Enters and manages orders from all sources (email, phone, fax, online) and handles any order exceptions, updates, or corrections
Manages any driver issues that may occur (scheduling, timeliness, new inbound or outbound activities, etc.)
Responds to all customer and client concerns or complaints, ensuring that all inquiries are handled and documented in a timely and professional manner
Escalates risk or unresolved order-related issues to appropriate team members or management for support to resolve
Ensure that all order execution is completed on time and in a manner that satisfies service level requirements
Interfaces with various departments to ensure deliverables are being completed on time and within SLAs
Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process
Update client business rule documentation, ensuring that internal key stakeholders are aware of any business process changes
General understanding of client contractual requirements to ensure adherence to recognize client requests that are outside contract requirements and escalate to management before proceeding
Support and maintain all corporate quality standards, policies, procedures, and work instructions outlined in the company process documentation
Skills & Qualifications High School Diploma or its equivalent is required; an Associate’s or Bachelor's degree is preferred
Minimum of 1 year of experience in customer service, supply chain, or order management
Strong attention to detail and multi-tasking skills
Experience with using an order management system and the ability to learn new systems easily
Capable of working both independently and within a team environment
Excellent written, verbal, and interpersonal communication skills
Accurate data entry and spelling skills
Extensive knowledge of Microsoft Office Suite
Professional appearance and demeanor
Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.
Manages any driver issues that may occur (scheduling, timeliness, new inbound or outbound activities, etc.)
Responds to all customer and client concerns or complaints, ensuring that all inquiries are handled and documented in a timely and professional manner
Escalates risk or unresolved order-related issues to appropriate team members or management for support to resolve
Ensure that all order execution is completed on time and in a manner that satisfies service level requirements
Interfaces with various departments to ensure deliverables are being completed on time and within SLAs
Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process
Update client business rule documentation, ensuring that internal key stakeholders are aware of any business process changes
General understanding of client contractual requirements to ensure adherence to recognize client requests that are outside contract requirements and escalate to management before proceeding
Support and maintain all corporate quality standards, policies, procedures, and work instructions outlined in the company process documentation
Skills & Qualifications High School Diploma or its equivalent is required; an Associate’s or Bachelor's degree is preferred
Minimum of 1 year of experience in customer service, supply chain, or order management
Strong attention to detail and multi-tasking skills
Experience with using an order management system and the ability to learn new systems easily
Capable of working both independently and within a team environment
Excellent written, verbal, and interpersonal communication skills
Accurate data entry and spelling skills
Extensive knowledge of Microsoft Office Suite
Professional appearance and demeanor
Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.