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POSITION SUMMARY:

The Hybrid Customer Service Representative (CSR) is a dual-role position responsible for managing customer interactions and maintaining accurate inventory records while safely and efficiently handling warehouse and material handling operations. This role involves interfacing with customers and the warehouse team to ensure their product throughput, resolving inventory and shipping issues, and operating material handling equipment to stage, load, and unload products. The employee will be responsible for inventory control, ensuing positive customer relations, accurate order processing, forklift operation and warehouse cleanliness while adhering to safety standards and standard operating procedures (SOPs).

ESSENTIAL FUNCTIONS:

Customer Service Responsibilities:

Process customer orders received via EDI, fax, or email with high accuracy.
Input receiving and shipping data into Warehouse Management Systems (WMS) to maintain accurate inventory records.
Resolve inventory discrepancies, shipping issues, and invoicing problems promptly.
Anticipate and correct delays, providing customers with timely updates and additional information as needed.
Provide documents and records to customers upon request and follow up to ensure delivery by specified dates.
Verify order accuracy, including quantities shipped, and supply special labeling to the shipping department when required.
Handle customer complaints, coordinating with warehouse or carrier personnel to trace or expedite shipments.
Responsible for inventory control activities.
Act as a backup for other CSRs as needed.
Perform other related duties as assigned.

Warehouse and Forklift Responsibilities:

Safely operate sit-down forklifts and other material handling equipment to stage, load, and unload finished products and raw materials.
Prepare and load products for transport onto trucks or railcars in a timely manner.
Perform partial pallet restacking to complete pallet process safely and timely, ensuring partial pallet inventory is continually reduced and minimized to the lowest levels possible.
Move products into warehouse inventory storage and transport waste or scrap to dumpsters.
Conduct quality control checks to identify and report damaged products.
Perform daily forklift safety checks, preventive maintenance, and report any equipment issues.
Complete damage reports for products, pallets, or other materials.
Maintain warehouse cleanliness and organization, ensuring a safe work environment.
Operate within SOPs and Job Safety Analysis (JSAs/JHAs), turning off and locking out equipment when not in use.
Perform other related duties as assigned.

General Responsibilities:

Communicate effectively with team members, supervisors, and customers to ensure smooth operations.
Maintain a thankful, respectful, polite, and courteous attitude in all interactions.
Participate in physical inventory counts as required.
Perform other related duties as assigned.

QUALIFICATIONS/EDUCATION/EXPERIENCE:

High School Diploma or GED (required); 2-4 year college degree or certification preferred.
Ability to obtain and maintain forklift certification and applicable state certification for forklifts.
2+ years of forklift experience in a similar industry and 3+ years of customer service experience, or an equivalent combination of education and experience.
Proficient in MS Office (Excel, Word, Outlook) and familiar with Warehouse Management Systems.
Excellent oral and written English communication skills, with strong customer relationship abilities.
Organized, detail-oriented, and able to multitask in a fast-paced, high-volume environment.
Manual dexterity for operating machinery and ability to read/interpret procedure manuals, work instructions, and software manuals.
Displays maturity, assertiveness, and a team-player attitude with the ability to meet deadlines.
Prior experience with the general public (customers) is a plus.

PHYSICAL DEMANDS AND WORK CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and/or hear. The employee frequently is required to use hands and/or fingers, handle, and/or feel objects, tools, and/or controls. The employee is occasionally required to stand; walk; sit; reach with hands and/or arms; climb and/or balance; and/or stoop, kneel, crouch, and/or crawl. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

NOTE:

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. Employees 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. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents 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. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

LEGAL DISCLAIMER:

This document is intended for informational purposes only and by no means should replace or substitute other legal documents (governmental or non-governmental) reflecting similar content or advice. If you have legal questions concerning your situation or the information provided, you should consult professional counsel.

BENEFITS: (if working over 30 hours per week)

Medical, dental, vision, and basic life/AD&D (a portion will be paid by employer).
Paid Time Off (PTO).
401K Plan.

I have received a copy of this job description and I acknowledge that I understand and can perform the job duties/requirements listed above.

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