Customer Service Representative

The Customer Service Representative (CSR) plays a critical role in supporting warehouse operations by serving as the primary point of contact for customer inquiries, order updates, and issue resolution. This position requires strong customer service skills, exceptional communication, and the ability to collaborate closely with Sales, Operations, Transportation, and internal support teams.

Working in a fast-paced 3PL/warehouse environment, the CSR will manage inbound calls, emails, and instant messaging, ensuring timely and accurate information is provided to customers and internal partners. Responsibilities include order processing, return and warranty coordination, tracking customer requests, and maintaining accurate reporting. The CSR must demonstrate strong organizational skills, attention to detail, and a professional approach to customer relationship management.

Essential Duties & Responsibilities

• Deliver exceptional customer service to both new and existing customers through phone, email, and messaging platforms.

• Serve as the main liaison between customers and internal departments, including Operations, Sales, Engineering, and Transportation.

• Utilize company systems such as Sage and WMS to research, process, and manage orders; WMS experience preferred.

• Maintain, prepare, and distribute daily/weekly customer reports (backorders, open orders, shipment status, etc.).

• Process Return Goods Authorizations (RGAs), warranty claims, and associated documentation.

• Perform daily order audits and manual sales order entry as needed to support accurate and timely processing.

• Troubleshoot and support customer issues related to orders, shipments, inventory discrepancies, and delivery delays.

• Collaborate with warehouse teams to ensure customer expectations and order requirements are met.

• Take ownership of assigned projects, continuous improvement initiatives, and other responsibilities as assigned.

• Communicate with carriers and internal teams via email and phone.

• Assist truck drivers at the shipping/receiving window.

• Ensure documents are completed before freight is released.

Requirements

Qualifications Required:

• High school diploma

• At least 3 years of customer service experience; warehouse, logistics, transportation, or 3PL environment

• Strong verbal and written communication skills.

• Proficiency in Microsoft Office applications (Outlook, Excel, Word).

• Ability to quickly learn new software systems, including Sage, WMS platforms, or order-entry systems.

• Excellent organizational skills with the ability to prioritize work.

• Strong attention to detail and effective problem-solving abilities.

• Demonstrated ability to work collaboratively across departments.

Preferred:

• Experience with Sage, WMS, or ERP platforms.

• Previous experience in a 3PL, distribution, or warehouse environment.

• Knowledge of order processing, inventory workflows, and logistics terminology.

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is frequently required to stand, sit, and walk. The employee is occasionally required to use hands to grasp or handle objects, reach with hands and arms, stoop, talk, and hear. Able to perform physical labor continually and stand for long periods.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people in this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required from personnel.

Salary Description

$24.00 - $30.00 an hour