Customer Service Specialist Job at DSV Air & Sea Inc. in Fontana

FRAUD ALERT: Please note that DSV will never request a chat interview or solicit funds from applicants or employees through its interviewing and hiring process. We do not require any form of payment and will not ask for personal financial information, such as credit card or bank account number. Our recruiters have an @dsv.com or @us.dsv.com email address. If you question the legitimacy of any DSV job posting, please reach out to HR@us.dsv.com.

DSV - Global transport and logistics

In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Read more at www.dsv.com

Location: USA - Fontana, Slover Ave
Division: Solutions
Job Posting Title: Customer Service Specialist - 104636
Time Type: Full Time

POSITION SUMMARY

The CSR lead is responsible for building rapport and trust with clients by delivering exceptional service consistently. Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple customers. The CSR lead is also responsible for accurate and timely order processing to support the efficient operation of the site. Associates must meet company objectives in the areas of performance, safety, and quality and comply with all corporate and site‑specific policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Labor and Training Management:

• Reports inconsistencies or problems to Supervisor or Operations Manager
• Manages order flow to ensure daily requirements are fulfilled
• Coordinates special warehouse projects
• Key resource for personnel needing assistance
• Responsible for locking and securing the facility as scheduled or required
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work‑orders, invoices, shipments, inventory counts, etc., in a courteous and efficient manner.
• Mentors and trains new and existing associates in specific distribution activities to achieve established customer demands
• Trains new and existing associates on current Standard Operating Procedures, including shipping, receiving, picking, and quality control documentation
• Assists in forklift operation and certification for new and existing associates
• Directs the operations of the CSR team to achieve prescribed objectives
• Assists associates and temporary labor in completing productivity sheets and accurate capture of production and payroll hours
• Assists Supervisor in maintaining employee levels consistent with a productive workforce
• Participates in establishing work schedules
• Ensures schedules are correctly implemented and jobs are assigned effectively and completed properly
• Ensures associates handle product according to all prescribed quality procedures and guidelines

Customer Service:

• Responds to all requests (internal and external) in a courteous, professional, and timely manner
• Coordinates all inbound and outbound activity for assigned accounts
• Processes and inputs all customer orders
• Runs and prints shipments from WMS
• Runs stock reports to check for product availability
• Generates all related paperwork and necessary information required for customer work orders
• Checks all orders for special requests
• Expedites any order as necessary, traces orders as required, and notifies customer of any activity concerning their merchandise
• Follows up with other departments to ensure service standards are met
• Assures proper invoicing of accounts by verifying customers as required
• Handles returned merchandise efficiently and ensures proper credit is given to the customer

Customer Interfacing Activities:

• Investigates and communicates client complaints in accordance with established contact, site and company protocol
• Oversees the shipping and receiving activity for the Customer Service Department
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work‑orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction
• Acts as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes

Documentation:

• Prepares required activity reports accurately and efficiently for site management
• Researches discrepancies that may occur in the shipping and receiving process
• Documents processing and logistical support encompassing a variety of duties to include data entry, copying, faxing, filing, and labeling
• Assists with any clerical and floor duties as required
• Ensures the accuracy of all receiving and shipping documents
• Gathers and maintains all data and records related to shipping and receiving activities
• Ensures receiving counts match packing lists and purchase orders and that shipping counts match picking documents
• Prepares reports concerning customer service as required by supervisors
• Assists in resolving any discrepancies

Data Entry:

• Operates the computer terminal proficiently
• Enters and verifies data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., accurately and promptly

Clerical:

• Oversees all paperwork associated with orders and maintains the corresponding files
• Answers phone calls and operates various types of office machines and computers necessary to perform duties
• Greets customers and visitors to the office
• Effectively corresponds with customers as required

Communication:

• Answers incoming telephone calls cheerfully, courteously, and promptly
• Routes each call to the proper party and takes messages when necessary
• Assists callers with general information and inquiries
• Directs visitors to the appropriate department
• Assists drivers at check‑in window throughout the day

Other Duties (Site Specific):

• Assists in maintaining cleanliness of work environment
• Assists in overseeing warehouse inventories
• May work as part of a team or independently
• Actively participates in Safety Program, including Hazardous Communications and Emergency Response programs, to ensure a safe work environment
• Abides by company policies and procedures as listed in the Employee Manual or other communicated rules and/or regulations
• CSRs may be expected to cross‑train in other administrative staff functions to support the site and contribute to associate development
• Works overtime as dictated by business, whether mandatory or voluntary

Supervisory Responsibilities:

• None

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience:

• High school diploma or general education degree (GED)
• 1 year experience in a customer service related capacity

Certificates, Licenses, Registrations or Professional Designations:

• N/A

Skills, Knowledge and Abilities:

• Intermediate computer skills; proficiency with MS Office Applications and WMS functions
• English (reading, writing, verbal); business writing proficiency
• Intermediate mathematics to verify quantities, count inventory, and perform other duties associated with handling, storing, and distributing client products
• Strong attention to detail and ability to accomplish job tasks in a timely manner
• Ability to perform duties with minimal supervision or guidance
• Ability to multi‑task and adapt to change in a fast‑paced environment
• Effective communication skills

PREFERRED QUALIFICATIONS:

• 1 year customer invoicing experience
• 2-3 years customer service experience
• 3-5 years manufacturing or distribution/logistics experience
• 3-5 years basic math computations experience

PHYSICAL DEMANDS

Occasionally: Handling/Fingering, Sitting; Frequently: Bending; Constantly: Walking and Standing; Ability to lift/carry and push/pull 21-50 pounds; Reach above shoulder, reach outward, squat, or kneel.

WORK ENVIRONMENT

The employee is rarely exposed to fumes or airborne particles, toxic or caustic chemicals. Noise level is usually low to moderate. Must work in unregulated temperatures within the warehouse; seasonal temperatures may range from mild to moderate.

REASONABLE ACCOMMODATIONS STATEMENT

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Compensation

Base pay: $26.00–$28.89 per hour. Actual compensation will be determined based on various factors including job‑related knowledge, skills, experience, geographic location and other objective business considerations.

EEO STATEMENT

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at athr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.