Customer Service Representative- Logistics

Purpose of Role:

Customer Solutions Specialists serve as the customer’s main point of contact as it relates to Inbound & Outbound Shipments and Inventory related questions. By interfacing with the Customers, the Ravago Baytown Warehouse Team and carriers, the CSS is responsible for ensuring shipment deadlines are met on time and with proper documentation.
The Customer Solutions Specialist Lead will be the first point of escalation for the CSS team and customers.

Key Areas of Accountability for Customer Solutions Specialist:
The Customer Solutions Specialist is the main point of contact for their assigned external customers.
Primary responsibilities include:

Building sustainable relationships and trust with customers through open and interactive communication.
Be an advocate for the customer by understanding customer needs/concerns and pro-actively following up to resolve any customer issues and concerns
Spearhead the resolution of customer inbound/outbound shipments and inventory issues
Respond promptly to customer inquiries
Team with the Quality Coordinator in conducting investigations and in the creation of preventative and corrective action plans for any customer related discrepancies, claims or complaints
Receive, process, and follow-up on all customer orders (inbound and outbound) by entering the necessary data elements in Ravago Baytown’s Warehouse Management System (WMS) and NEO system
Check system for adequate inventory and subsequent product allocation for outbound shipments
Assist Customers in establishing, adjusting, or meeting deadlines
Schedule inbound/outbound shipment appointments by interacting with Transportation companies
Monitor the customer’s orders from the time they are received until they are loaded and gone to ensure on time shipment of domestic orders and on time in gating of export containers
Monitor and communicate any product needs with the PBS and Production teams for pending allocation
Escalate any inventory or order issues to appropriate stakeholder.
Work with customer on order revisions due to inventory or timing issues
Generate loading and unloading shipment packets for Warehouse Personnel
Work with Team Leads and Warehouse Leads to ensure the warehouse has the necessary information for orders to be loaded/unloaded in a timely and accurate manner to meet order deadlines.
Initiate/Close Customer’s Inventory Title Transfers
Reconcile all shipments and open issues by close of business daily.
Provide accurate, valid and complete information using the right methods and tools to appropriate persons as required.
Train and cover gatehouse as needed
Cross-train to ensure desk coverage within department
Must be able to follow work instructions and safety procedures

Additional Key Areas of Accountability for CSS Lead:

Lead/assist with daily activities of the team to ensure that all work is completed according to scheduled deadlines
Prepare & distribution daily shipping reports (AM & PM)
Participate in daily shipping meetings with warehouse
Lead daily team meeting
Bi-weekly review of all past due open/cancelled orders and related inventory disposition
Work with drayage carriers to have export containers dropped to be loaded and turned in within 4 days
Proactively monitor daily live load schedule for carriers not arriving for appointments
Serve as a resource for team members, based on a strong working knowledge of team's responsibilities and goals
Train and mentor new team members
Plan gatehouse coverage schedule
Monitor Customer Solutions email to ensure items are handled in a timely manner
Utilize sound judgment to escalate issues that may require intervention of the CS Supervisor
Perform any additional tasks assigned

Contacts:

Internal: Inventory & Quality Team, Transportation Teams, Warehouse Leads, Gate Attendant
External: Customers, Customer’s Transportation Teams, Transportation Companies

Skills – Knowledge:

Excellent communication skills, both written and verbal
Proficiency in Microsoft Office: specifically, Outlook, Word, and Excel with the aptitude to quickly learn and understand additional applications
Willingness to adapt in an evolving environment
Ability to maintain high level of organization and prioritization
Strong phone etiquette and active listening skills
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and the organizations.
Proven ability to work well within a team and promote strong working relationships meanwhile, maintaining professional attitude and positive outlook
Capacity to produce a large quantity of error free work in a timely fashion

Special Role Requirements:

CAN-DO Attitude
Must possess excellent interpersonal skills
Innate sense of urgency that provides proactive and consistent work
Excellent Multitasking ability
Proactive, Approachable, and Accountable
Functional knowledge of a warehouse environment
Work well under pressure
Flexible / Adaptable
Problem-solving Skills
Ability to gain commercial perspective while successfully executing job role
Able to efficiently work under minimal supervision
Minimum 5 years of experience in a customer service / receiving type role
Inventory Experience

Physical Requirements:

Work in a seated position for extended periods of time.
Ability to work in a fast-paced office setting.

Location: Baytown, TX