Customer Service Agent

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  

 

Read more at www.dsv.com 

 

Location: USA - Pharr, Matador Dr 

Division: Air & Sea 
Job Posting Title: Customer Service Agent 
Time Type: Full Time

 

Summary

The Customer Service Agent is responsible for building consistent rapport and trust with exceptional service to the customer.  Customer Service Agents are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple customers.  CSAs are also responsible for accurate and timely order processing to support the efficient operation of the site.

 

Duties and Responsibilities

• Process and input all customer orders. 
• Running and printing shipments from WMS.
• Run stock reports to check for product availability. 
• Generate all related paperwork and necessary information required for customer work orders
• Checking all orders for special requests
• Expediting any order as necessary, trace orders as required and notify customer of any activity concerning their merchandise. 
• Follow up with other departments to ensure the service standards are being met.
• Assure proper invoicing of accounts by verifying customers as required. 
• Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.

 

Customer Interfacing Activities

• Maintain a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction.
• Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.

Documentation

• Ensure the accuracy of all receiving and shipping documents. 
• Gather and maintain all data and records relative to shipping and receiving activities. 
• Ensure that receiving counts match packing lists and purchase orders and that shipping counts match picking documents. 
• Prepare any reports concerning customer service as required by supervisors.

Assist in resolving any discrepancies.

• Data Entry
• Operate the computer terminal in a proficient manner. 
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.

Clerical

• Oversee all paperwork associated with orders and maintain the corresponding files.
• Answer phone calls and operates various types of office machines and computers necessary to perform duties. 
• Greet customers and visitors to the office. 
• Effectively correspond with customers as required.

Communication

• Answer incoming telephone calls in a cheerful, courteous, and timely manner. 
• Promptly route each call to the proper party, taking messages when necessary. 
• Assist callers with general information and inquires. 
• Direct visitors to appropriate department.
• Assist drivers at check in window various times throughout the day.

 

Other Duties

• CSAs may be expected to cross train in other administrative staff functions to support the site and contribute to associate development.

 

Educational background / Work experience

Education and/or Experience

• Must have a High school diploma or general education degree (GED).
• 1-year experience in Customer Service-related capacity

 

Preferred Qualifications

• 1-3 years warehouse/logistics support experience
• 2-3-year experience in Customer Service-related capacity

 

Skills & Competencies

Computer Skills

• Intermediate computer skills
• Proficient with MS Office Applications
• WMS functions

Language Skills

• English (reading, writing, verbal)
• Business writing proficiency

Mathematical Skills

• Intermediate level to verify quant