This position will work Sunday - Thursday, 2P - 11P The Warehouse Distribution Center (DC) Customer Service Representative (CSR) ensures that product received into and shipped out of our warehouse is scheduled, received, tracked, and invoiced accurately and timely and according to all customer specifications. Additionally, this position conducts accurate inventory counts using the Langham WMS and SAP count programs; identifying and tracking errors relating to movement of inventory in the facility, conducting physical cycle counts of stored goods, and moving material out of the system to the Distribution Center.
The DC CSR will interface with customers, point-of-purchase customers, carriers and other vendors to ensure the smooth flow of merchandise into and out of the Langham warehouse and according to customer requirements. DC CSR's will generally be assigned to certain customers but all must be able to be cross-trained on all customers to ensure coverage during absences. DC CSR's may be asked to work various shifts or overtime based on customer needs.
The DC CSR will also interface with other Langham employees to ensure that information flow is timely and accurate in order to meet all customer requirements and expectations.
Key outcomes expected Ensure the timely and accurate flow of product into and out of the Langham warehouse according to customer requirements and needs:
- Use the Langham WMS and SAP count programs to manage total inventory for the organization, ensure accurate inventory counts, and take steps to correct inventory errors.
- Receive inbound product materials for production inventory and inspect product to ensure accordance with specifications and client requirements (ex: for every order, a certain quantity of items will be inspected). Interact with customer engineers when problems occur, return defective material as requested. Investigate shipments that were not received according to customers' manifests and report back to customer.
- Retrieve customer information, via the web interface, e-mail, or fax, and schedule carrier pickups and delivery.
- Conduct QC checks of received orders comparing customer-related requirements against actual packing slips and bills of lading.
- Conduct QC checks on receipt paperwork and perform any customer requested requirements.
- Notify customers of any damaged good or shorts on inventory and work to resolve issues.
- Generate/print pick tickets by entering customer picking, packing, and shipping requirements into the system and distribute to the appropriate Warehouse Associates.
- Conduct manual entries into the system for inventory control on products and items that are not picked via an RF gun.
- Confirm all closed tickets, generate packing slips and shipping labels.
- Notify customers of order status either through e-mail confirmation or providing tracking numbers, based on the customer's technological requirements.
- Maintain routing guides where appropriate, e.g. how to pack items, how to ship, which carriers to use, etc., according to customer specifications.
- Proactively communicate with supervisor when customer requirements or expectations exceed previous agreements or requests fall outside of established parameters or policies.
- Establish and promote positive communication within Langham internal departments to increase collaboration and reduce inefficiencies. Respond to e-mails and voice mails in a timely manner.
Critical skills, knowledge, and behaviors - Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds and roles (customers, carriers, vendors, employees).
- Meet guidelines of attached Predictive Index Profile.
- Demonstrates customer service orientation.
- Able to read, interpret, and use forms and other visual instructions in order to perform required work.
- Proactive in anticipating and alerting others to problems with projects or processes.
- High detail orientation and accuracy.
- Takes initiative and needs little supervision.
- Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely. Able to juggle multiple requests and meet multiple deadlines.
- Able to think logically and analytically in solving problems.
- Works well in a team environment and as part of a team.
- Proficient in basic computer skills, i.e. Microsoft Word, Excel, Internet usage (e-mail).
- Demonstrates proficiency in basic mathematics
Experience, education, degrees, licenses - H.S. diploma or GED required.
- Prefer 1-2 year's comparable experience.
Work Environment Physical movements including bending, stooping, and lifting to 75 pounds as part of daily work routine. Will work on concrete in a warehouse environment (subject to heat and cold). Must be able to operate computer equipment. Work is performed in a warehouse environment subject to temperature variances.