Customer Service Representative Senior

Job Description

Job Description

Job Summary : The Customer Service Representative Senior Tier acts as the liaison between the clients, suppliers and operations department.  Acting as first point of contact for the client and resolves any problems or concerns with shipping and receiving of client products. Assist clients promptly and conduct all business in a courteous and knowledgeable manner.  Backup support in absence of Supervisor / Manager. Support coaching and monitoring of CSR team and are the escalation point for the CSR team to Management. This posting is for an existing vacancy. The salary range for this role is $55,000-$60,000. Primary Activities and Tasks :

• Enter the customer’s shipping and receiving orders into the WMS and TMS.
• Support in coaching and training of Customer Service Representative team members.
• Designated person to escalate issues / concerns of the CSR team to Supervisor / Manager.
• Supporting the order distribution and monitoring the workflow in the absence of Supervisor / Manager.
• Maintain strong customer relationships and provide outstanding customer service communicating via phone and email.
• Manage the daily open order report to ensure on time fill rates.
• Manage pending orders to ensure all paperwork is completed and orders ship correctly
• Liaison between customer and other departments
• Manage any problematic situation that may delay order delivery to the customer
• Assist in the tracing of lost or misdirected freight and documentation resolution
• Rectify problems, such as damages, shortages and non-conformance to specifications
• Document and escalate any customer service issues and / or shipping / receiving errors
• Create customer specific labels for IB and OB shipments
• Ensure all shipping / labeling / configuration requirements are detailed on OB orders
• Ensure lot / sku details are appropriately assigned to orders
• Facilitate sku changes as required
• Complete transactions on customer ERP as / when required
• Other duties as assigned   Academic & Professional Training :
• Secondary School Diploma or equivalency certificate      Experience :
• 4+ years of customer service experience       Skills / Competencies :
• Strong written and verbal communication skills
• Strong organizational, multitasking and problem-solving skills
• Capable of communicating effectively in a concise, professional manner
• Attention to detail and accuracy
• Proficient working with MS Office including Outlook, Word Please note that AI-assisted tools may be used to support the preliminary screening of applications. All applicant assessments and hiring decisions involve human oversight. Pivotal HR is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with Pivotal HR values and all applicable legislation. We thank all applicants for their interest; only those selected for an interview will be contacted. Hiring is subject to successful completion of a background verification and integrity check