Customer Service Representative - Warehouse at Hermann Forwarding – New Castle, Delaware

About the Role:

The Customer Service Representative - Warehouse plays a critical role in ensuring seamless communication and coordination between the warehouse operations and customers. This position is responsible for managing inquiries, resolving issues related to shipments, inventory, and delivery schedules, thereby enhancing customer satisfaction and operational efficiency. The role requires close collaboration with warehouse staff, logistics teams, and external partners to provide accurate and timely information. By effectively addressing customer concerns and facilitating problem resolution, the representative helps maintain strong client relationships and supports the overall supply chain process. Ultimately, this position contributes to the smooth functioning of transportation and warehousing activities within the organization.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in customer service, preferably within a warehouse, transportation, or logistics environment.
• Basic computer skills including proficiency with Microsoft Office and inventory management systems.
• Strong communication skills, both verbal and written.
• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Associate degree or higher in Business, Supply Chain Management, or related field.
• Experience with warehouse management software (WMS) or transportation management systems (TMS).
• Familiarity with shipping regulations and documentation.
• Bilingual abilities to support diverse customer base.
• Demonstrated problem-solving skills and conflict resolution experience.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or in-person regarding order status, shipment tracking, and inventory availability.
• Coordinate with warehouse personnel to verify stock levels, prepare orders, and schedule shipments to meet customer requirements.
• Document and resolve customer complaints or issues related to damaged goods, delayed deliveries, or incorrect orders, escalating when necessary.
• Maintain accurate records of customer interactions, transactions, and feedback to support continuous improvement initiatives.
• Collaborate with logistics and transportation teams to ensure timely delivery and provide customers with updates on any changes or delays.

Skills:

The required skills enable the representative to efficiently handle customer inquiries and coordinate with warehouse teams to ensure accurate order fulfillment. Strong communication skills are essential for clearly conveying information and resolving issues promptly, which helps maintain customer trust and satisfaction. Proficiency with computer systems and inventory software allows the representative to access real-time data, track shipments, and update records accurately. Preferred skills such as knowledge of warehouse management systems and bilingual communication enhance the ability to serve a broader customer base and streamline operations. Together, these skills support the daily responsibilities of managing customer relationships and facilitating smooth warehouse and transportation processes.