Job Title: Customer Service Representative – Warehouse

Job Summary:
The Customer Service Representative for the warehouse is responsible for ensuring smooth communication between the warehouse and customers. This role involves providing timely responses to customer inquiries, processing orders, managing returns, and assisting with shipping and inventory issues. The representative works closely with warehouse staff to ensure orders are fulfilled accurately and customer expectations are met.

Key Responsibilities:

• Order Processing: Receive and process customer orders, ensuring that orders are accurately picked, packed, and shipped in a timely manner.
• Customer Inquiries: Address customer inquiries related to product availability, order status, shipping details, and returns, ensuring prompt and clear communication.
• Inventory Coordination: Communicate with the warehouse team to ensure that inventory is accurate and orders are filled correctly and on time.
• Returns Management: Process returns and exchanges, ensuring customers are satisfied with the resolution and that returned items are properly handled in the warehouse system.
• Shipping & Delivery Coordination: Work with shipping carriers and the warehouse team to track and expedite shipments, ensuring on-time delivery.
• Documentation: Maintain accurate records of customer interactions, orders, shipments, returns, and complaints using CRM or other warehouse management systems.
• Problem Resolution: Address any issues or complaints from customers regarding orders, damaged goods, or shipping delays, working with other departments to resolve them efficiently.
• Order Tracking: Update customers on the status of their orders and shipments and assist with tracking orders if needed.
• Customer Feedback: Collect and report customer feedback to help improve service quality and warehouse operations.
• Collaboration: Work closely with the warehouse team, sales department, and management to ensure a seamless order fulfillment process.
• Support: Assist in general administrative duties such as filing, data entry, and maintaining customer service logs.

Qualifications:

• High school diploma or equivalent; associate’s degree or relevant experience is a plus.
• Previous customer service experience, preferably in a warehouse or logistics environment.
• Familiarity with warehouse management systems (WMS) or customer relationship management (CRM) software.
• Strong communication skills, both written and verbal.
• Excellent organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment and prioritize tasks effectively.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Basic knowledge of warehouse operations, inventory management, and shipping processes.

Physical Requirements:

• Ability to sit or stand for extended periods.
• Ability to occasionally lift or move up to 25 lbs.
• Comfortable working in a warehouse environment.