Logistics Customer Service Representative

Job Description Qualification Requirements: · Bachelor’s Degree preferred or High school diploma or equivalent with three (3) years’ experience in logistics industry or related industry. · Familiar with CRM systems and practices. · Excellent attention to detail, a strong work ethic, excellent written and verbal communication skills, and ability to adjust to constantly changing priorities and tasks. · Must possess a positive and proactive attitude and ability to handle multiple high visibility critical tasks simultaneously. · Must have an advanced working knowledge of Microsoft Office (Outlook, PowerPoint, Excel, SharePoint, and Word). · Customer orientation and ability to adapt/respond to different types of personalities, great interpersonal skills. · Ability to multi-task, prioritize and manage time effectively. · Strong analytical thinking with problem-solving abilities. · Familiar with supply chain processes (e.g., inventory planning, warehouse management. · Data mining, analysis and reporting experience. Basic Functions: The Logistics Customer Service Representative (LCSR) functions as the liaison between the customer and site operations management team to identify customer needs and resolve any operational issues to the expectations of the customer. This position supports customers by providing helpful information, answering questions, and responding to complaints. The LCSR is the front line of support for clients and customers and help ensure that customers are satisfied with ARD services. Responsibilities: Resolve service problems by clarifying the customer’s complaint; determining the root cause of the problem; assisting with selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. · Lead communication with the customers to ensure that clients are contacted on a regular and consistent basis. · Prepare performance reports by collecting and analyzing customer information. · Build sustainable relationships of trust through open and interactive communication. · Provide accurate, valid and complete information by using the right methods/tools. · Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. · Keep records of customer interactions, process customer accounts and file documents. · Follow communication procedures, guidelines and policies · Go the extra mile to engage customers. · Resolve customer complaints via phone, email, or mail. · Compile reports on overall customer satisfaction. · Contributes to team effort by accomplishing related results as needed. Project Management Responsibilities · Track, analyze, and report information appropriately to allow the work groups / teams to manage their projects and evaluate weekly reports · Ensure accuracy of schedules and performed version control Co-ordinate project schedules, tasks, meeting updates, and efficient distribution of reports Monitor projects’ progress, including identifying critical activities and reviewing forecasts and progress achieved to date · Organize workgroups and escalate topics as necessary · Track baselines, perform what-if analysis, and develop contingency plans · Perform coordination of cross-functional departments to identify issues, monitor action items, and work with the stake holders to ensure resolution. Engineering Change Management Responsibility · Managing all changes in supplied components from designated Tier 1 partners. · Communication with Tier 1 partners as well as other internal customers (inventory control, production, quality, finance) with respect to engineering changes. · Read, understand, and distribute change documents to appropriate teams/individuals. · Work directly with engineers, suppliers, and other team members to set appropriate break point quantities and dates. · Ensure appropriate part quality levels are obtained, and production trial runs are completed prior to breaking into new parts · Manage change management process o Lead and Conduct Site Wide Engineering Change o Review 2-week window of changes o Present and Lead discussion of the meeting content o Ensure part obsolescence is minimized and break points are implemented without issue. knowledge and strong leadership skills · Ability to define problems, collect data, establish facts and draw valid conclusions. Extremely high level of analytical ability where problems are very unusual and extremely difficult • Ability to use standard business applications software and/or specialized data analysis tools. · Strong proficiency in Excel. • Ability to effectively communicate across multiple functions including Quality, Engineering, Supply Chain, plant floor and hourly employees. · Ability to work independently with initiative to achieve personal and company goals. · Ability to establish goals and objectives to complete projects effectively and efficiently. · Physical Demands: While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Ability to deal with stress associated with meeting multiple deadlines and demands. Work Environment: While traveling and performing the duties of this job, the employee may be exposed to various warehouse work environment where all safety rules and regulations must be followed. Scope of Authority: Has the authority to stop production if defective or unsafe parts or condition appear. Has the authority to reject non-conforming material from the supplier. Is empowered to prevent non-conforming material from reaching the customer. Additional Responsibilities: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.