Customer Service Specialist, Team Lead

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 - Lancaster, Midpoint Dr 

Division: Solutions 
Job Posting Title: Customer Service Specialist, Team Lead 
Time Type: Full Time

The CSR lead is responsible for building rapport and trust with Clients by delivering exceptional service to them consistently.  Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple Customers.  CSR lead is also responsible for accurate and timely order processing to support the efficient operation of the site.

As part of the DSV team, Associates are expected to meet company objectives in the areas of performance, safety, and quality.   Associates are expected to comply with all corporate and site-specific policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Labor and Training Management:

• Reports inconsistencies or problems to Supervisor or Operations Manager
• Manages order flow to ensure daily requirements are fulfilled
• Coordinates special warehouse projects
• Key resource for personnel needing assistance
• Responsible for locking and securing the facility as scheduled or required
• Maintain a good 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.
• Will mentor and train new and existing associates in specific distribution activities to help achieve established customer demands
• Will train new and existing associates on current Standard Operating Procedures, which includes but is not limited to shipping, receiving, picking, and/or quality control documentation
• Will assist in forklift operation and certification for new and existing associates
• Direct the operations of the CSR team to achieve prescribed objectives. 
• Assist associates and temporary labor in the completion of productivity sheets and accurate capture of production and payroll hours. 
• Assist Supervisor in maintaining the level of employees consistent with a productive workforce.
• Participate in establishing work schedules. 
• Ensure that the schedules are correctly implemented and that jobs are assigned effectively and completed properly.
• Assist the Supervisor in ensuring that all associates handle product according to all prescribed quality procedures and guidelines.

 Customer Service

• Respond to all requests (internal and external) in a courteous, professional, and timely manner
• Coordinate all inbound and outbound activity for assigned accounts
• 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

• Investigate and communicate client complaints in accordance with established contact, site and company protocol
• Oversees the shipping and receiving activity for the Customer Service Department
• 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