Customer Service Representative

Customer Service Representative 

Warehouse Operations 

Reporting to the Customer Service Manager, the Customer Service Representative is responsible to provide customer service support to operations and acts as the liaison between the customer and warehouse operations. Acting as a first point of contact customer service efficiently responds to customer inquiries ensuring service level agreements are met or exceeded. 

RESPONSIBILITIES

• Develops and maintains positive relationships with Metro customers.
• Acts as a first point of contact for the customer and responds to customer inquiries and concerns.
• Schedules outbound and inbound carrier appointments.
• Maintains up-to-date customer set-up in Warehouse Management System (WMS) including; workflows, customer order notes, special instructions and other changes to ensure customer profiles are accurate. 
• Assists operations to organize workflow to meet customer demand using WMS. 
• Inputs into WMS customer requested adjustments to orders such as changes to quantity and deletions as requested by the customer. 
• Runs Short Order Report in WMS, advises customer of product not available status and makes necessary changes to orders in WMS as directed by the customer. 
• Receives and process EDI customer orders. Responds to EDI auto email error alerts such as; incorrect part numbers, missing ship-to information, duplicate LPN and makes corrections in WMS. 
• Maintains new or changed carrier set-up in WMS including carrier SCAC code set-up. 
• Coordinates with warehouse operations to accommodate delivery of customer rush orders. 
• Manually inputs and adjusts inventory status in WMS for special orders such as donations, destruction and special customer orders. 
• Creates and run reports from WMS. 
• Reports customer feedback to management, including customer dissatisfaction. 
• Performs administrative functions such as filing, BOL scanning, purchase order creation and ordering office and warehouse supplies. 
• Responds to emails in a timely manner with solutions-oriented content. 

EXPERIENCE 

• Two (2) years’ experience working in a customer service role. 
• Previous experience in an automated logistics environment preferred. 

COMPETENCIES

SKILLS

• Service oriented with strong customer service skills and commitment to quality of work. 
• Excellent verbal and written communication skills to work in a customer focused environment. 
• Intermediate knowledge WMS system, preferably Red Prairie WMS. 
• Basic Excel, Word and Email. 
• Ability to understand data generated from WMS and Excel reporting. 
• Ability to make sound independent decisions and escalate any non-routine decisions to management. 
• Organized and has strong attention to detail and accuracy. 
• Ability to prioritize and multi-task in a fast-paced environment. 
• Able to adapt to change and easily adopt new methods and practices required to meet changing business needs. 
• Ability to lift up to 50 lbs occasionally 

CUSTOMER SERVICE AND “OUR WAY” CULTURE 

• As a team member works collaboratively with Metro employees in a team-oriented environment.
• Exceptional customer service attitude.
• Looks for ways to say “Yes” to the customer (internal and external).
• Promote and support team member driven social initiatives.
• Follow established processes and achieve customer Key Performance Indicators (KPIs).
• Commitment to quality of work.
• Approachable, positive interpersonal style.
• Maintain open honest relationships.

HEALTH & SAFETY 

• Without compromise maintain a safe and clean work environment.
• Follows the Occupational Health and Safety Act including Safety, Violence and Harassment laws.
• Reports any hazards in the workplace to management.
• Must not use or operate equipment in a manner that would endanger self or others.
• Must not put other workers at risk by their actions.

RESPONSIBILITIES

• Develops and maintains positive relationships with Metro customers.
• Acts as a first point of contact for the customer and responds to customer inquiries and concerns.
• Schedules outbound and inbound carrier appointments.
• Maintains up-to-date customer set-up in Warehouse Management System (WMS) including; workflows, customer order notes, special instructions and other changes to ensure customer profiles are accurate. 
• Assists operations to organize workflow to meet customer demand using WMS. 
• Inputs into WMS customer requested adjustments to orders such as changes to quantity and deletions as requested by the customer. 
• Runs Short Order Report in WMS, advises customer of product not available status and makes necessary changes to orders in WMS as directed by the customer. 

WORKING CONDITIONS 

Primarily works in an office environment at a computer with limited amount of time spent in the warehouse walking and standing.