Lead Customer Service Representative

SUMMARY: The Lead Customer Service Representative (CSR) performs all customer service activities, including responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. Other responsibilities include data entry, phone duties, greeting visitors, appointment scheduling, and other clerical duties as directed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Process and input customer orders timely into the Warehouse Management System (WMS)

* Responsible for the creation of outbound orders as well as checking inventory and product availability

* Generate all related paperwork and necessary information required for customers' orders and verify all orders for special requests

* Coordinate any special or last-minute shipping requests with the appropriate operations personnel

* Responsible for entering inbound receipts into the WMS system

* Ensure accuracy and timely preparation of customer invoices

* Maintain records for damaged product and inventory

* Handle returned merchandise recordkeeping in the prescribed manner

* Develop and maintain an excellent 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

* Report all customer feedback to management or necessary warehouse leadership

* Answer phone calls and emails in a professional and businesslike manner

* Prepare and maintain reports as directed by management

* Any other duties as assigned by management

* Checks bill of ladings daily to make sure they are correct in Elixir

* Inputs shipment and receipts into excel

• Shipping related activities:
  
  
  
  • Scheduling FTL pickups/deliveries
  • Escalations and Carrier communication
  • Verify paperwork
  • Track and communicate shipment status
  
  
  
  
• Team Lead related activities:
  
  
  
  • Maintain structure of CSRs roles and responsibilities
  • Resolves or escalates issues to Supervisor/Manager
  • Coordinates team activities
  • Monitors workflow, helps determine priorities
  
  
  
  

QUALIFICATIONS:

1. Education - High School Diploma, GED, or equivalent work experience
2. Experience - Minimum 1-year experience in warehouse clerical duties; knowledge of warehousing and logistics terms and processes is a plus
3. Skills/Knowledge/Abilities:




• Must be able to read, write and understand basic English
• Proficient at Microsoft Office software and good keyboard and PC skills
• Strong oral and written communication and organizational skills
• Proven customer support experience and telephone skills
• Ability to multi-task, problem solve, prioritize, and manage time effectively
• Must have good people skills and work effectively in a team environment

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Ability to stand, sit, squat, crawl, bend, twist and/or kneel for up to 12-hour periods of time and repetitively
• Exposure to varying temperatures: heat, cold, wet, damp, drafty
• Possible exposure to areas with high noise levels that may require hearing protection
• Use hands and fingers to grasp, turn, and manipulate objects of varying sizes and weights
• Utilize muscles to lift, push, pull or carry heavy objects up to 50 pounds

Wagner is proud to be an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sexual orientation, gender identity, national origin, disability, veteran, or other protected status.

The above statements describe the general nature and level of work being performed by people assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their typical responsibilities occasionally, as needed.

Equal Opportunity Employer/Disability/Protected Veterans