Customer Service Representative (CSR)

Position Overview :

We are seeking a dedicated and proactive Customer Service Representative (CSR) to be the primary point of contact between our clients and warehouse operations. This role is critical in ensuring that orders are processed, routed, and shipped accurately and on time, particularly focusing on managing routing to wholesalers and retailers. You will play a vital role in maintaining strong client relationships, resolving issues, and supporting the smooth flow of order fulfillment.

Key Responsibilities :

Serve as the main point of contact for assigned clients, responding to inquiries and providing updates on order status, inventory, and shipping.

Coordinate order routing to wholesalers, retailers, and other partners, ensuring compliance with client-specific routing guides and shipping requirements.

Monitor order progress using Warehouse Management Systems (WMS) and proactively communicate any delays, discrepancies, or issues to clients.

Submit routing requests, schedule carrier pickups, and track shipments to ensure timely delivery.

Collaborate with warehouse staff to ensure the accurate picking, packing, and shipping of orders.

Manage order exceptions, including cancellations, returns, and changes, while providing updates to clients.

Maintain thorough records of client interactions, order updates, and issue resolutions.

Work closely with the WMS Manager and warehouse team to streamline processes and enhance service levels.

Requirements

Prior experience in a 3PL, logistics, or supply chain environment is preferred.

Familiarity with routing guides, retailer compliance, and shipping requirements for wholesalers is required.

Proven ability to build and maintain strong customer relationships with a focus on excellent service.

Proficiency in using Warehouse Management Systems (experience with Extensiv or similar platforms is a plus).

Strong typing skills (minimum 40 WPM). (Note : A typing test will be required)

Excellent communication skills, both written and verbal.

Strong attention to detail, organizational, and problem-solving skills.

Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other communication tools.

MUST have prior routing experience with wholesalers.