Customer Service Representative

*NONEXEMPT JOB DESCRIPTION AND ANALYSIS FORM* *Midwest Controlled Storage, LLC * *Non-Exempt Job Description & Analysis Form * *COMPANY: *Midwest Controlled Storage, LLC *DATE REVIEWED 4/5*/2024 *DEPT: *Office *TITLE: Customer Service Representative * *REPORTS TO: *Office Lead *Purpose of Job:* (Why does the job exist?) Performs customer services duties for assigned accounts – specific activities may be assigned individually but each rep should be able to perform all functions and remain flexible to balance the group’s workload throughout each day.
*Principal Duties and Responsibilities:* (Four to ten statements of accountability which can be observed or measured.
) Customer Service activities may include but are not limited to: Basic Activities * Follows Procedures as per FSMA (Food Safety Modernization Act) to ensure food safety and food defense for food products, which also includes the sanitary storage and transportation of animal feed ingredient.
Responsible for traceability, FIFO, Holds, and recalls, documentation.
* Process outbound orders (Generates picks, bills of lading and any appropriate additional forms/labels, etc).
* Process inbound receipts with keen eye to detail.
Maintains shipping, receiving, and inventory records on computer.
* Works with carriers to schedule appointments for inbound and outbound within the limits of the dock work schedule * Makes contacts with customers for orders, clarifications/and or resolving problems.
* Performs Driver Check-In Activities as needed * Driver Check In Activities o Interact with Truck Drivers with professional demeanor.
o Directs drivers from staging area to office o Completes dock permits for inbound/outbound drivers at Driver Check-In.
o Directs drivers to correct Loading Docks o Ensures truck weights are within legal limits * Checks all outbound paperwork to ensure warehouse accuracy and all special customer requests have been fulfilled.
Observes the signing of all bills of lading by drivers and routes the paperwork in the appropriate manner * Contacts carriers as needed to verify status of late pick-up or no-shows * Works with various customer computer systems (Printing orders/COA's/Bills of lading).
* Keys all special accessorial revenue charges for invoicing purposes.
(Inbound and outbound) Requires an excellent knowledge of individual customers and their special accessorial charges.
* Process product re-locations and damage reports * Provides customers with product availability reports as needed/and or refers them to the appropriate personnel.
Runs inventory/activity history reports per customer request for information or help in resolving problems.
* Maintains accurate records of customer requests for "Hold Product".
* Works with Office Lead to communicate with customers to resolve any ‘damage’ issues.
* Works with others to process special requests/projects and communicate effectively to management & warehousemen 1 *NONEXEMPT JOB DESCRIPTION AND ANALYSIS FORM* * Works with Office Lead to communicate effectively with customers, Warehouse personnel, and Management to assure superior customer satisfaction and efficiency in the operation.
* Communicate concisely on radio with warehousemen with professional demeanor * Utilize problem solving skills needed to resolve any inventory discrepancies * Serves as a liaison between management and customers and warehousemen.
* Must be able to record accurate notes to ensure customer satisfaction and/or ability to relate circumstances pertaining to a specific incident or situation.
* Assists as needed with month end close.
* Maintains and updates data files on active customers.
Maintains weekly/monthly customer files.
* May perform other duties *Working Conditions: * (Office, warehouse, etc) * Works in an open office area with several other employees.
Office is located underground.
* Must have ability to work other shift on interim, temporary basis for coverage purposes * (vacation, illness, etc.
).
Occasional Overtime.
* Works in fast-pace office where one must be able to shift attention from one task to another and back again while dealing with time sensitive tasks.
*Knowledge/Skills:* (The knowledge/skills required to perform the job's basic responsibilities.
Include education, experience and any licenses required.
) * Minimum education - high school graduate, college preferred or equivalent experience * Knowledge required: clerical skills, order processing, customer service practices and procedures.
* Must be able to communicate effectively both written and verbally with all levels.
* Maintains a thorough knowledge of warehousing operations, customers and accounting procedures.
* Operates computer, calculator, fax and photocopy machine in the performance of assigned duties.
Training period is over six months up to and including twelve months.
Performs diversified duties requiring appreciable judgment.
Exercises tact to avoid friction and obtain cooperation of others.
Employs discretion and integrity in dealing with highly confidential data.
* This position requires a keen attention to details with the ability to detect errors.
Close visual attention and concentration are required at all times.
Works under busy, sometimes stressful conditions.
Most of work is not verified or checked and errors may result in improper decisions causing serious loss.
Employees must learn and observe applicable company policies and safe practices and perform all duties assigned by supervisors.
In the performance of their respective tasks and duties all employees are expected to conform to the following: * Perform quality work within deadlines with or without direct supervision.
* Interact professionally with other employees, customers and suppliers.
* Work effectively as a team contributor on all assignments.
Requires cooperative attitude.
May take direction from Warehousemen/Sanitation Tech/Office/Maintenance on task/projects as assigned by management.
* Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
This description covers the significant duties of the job but may not include occasional assignments which would be within the evaluation of this job.
2 Job Type: Full-time Pay: From $20.
00 per hour Expected hours: 40 – 45 per week Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 2 years Shift: * 8 hour shift * Day shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Work Location: In person