Customer Support Representative

Customer Support Representative

Title: Customer Support Representative

Department: Logistics Operations

Position Status: Full Time

Shift Schedule: Day

Exempt Status: Non-Exempt Hourly

About CDS Logistics: At CDS Logistics, we are specialists in last mile delivery services for kitchen cabinets, windows, doors, and appliances. We service our customers through a nationwide network consisting of over 80 locations making over 1 million deliveries annually to homes, job sites and retail locations. Our team-oriented approach, together with our proprietary technology, enables us to exceed our customers’ expectations.

We are not perfect, but we try to be. We hold ourselves to the highest standards, ensuring every customer is treated with respect and every order handled as if it were our own. We support our team members to ensure their career success with training programs, accessible leadership, and ongoing talent development.

Our Mission: “Creating Customers by Servicing Customers”

Our Guiding Principles:

1. Put Safety First

2. Respect for Others

3. Treat Customer Orders Like Our Own

4. Deliverable Measurable Excellence

5. Pursue Relentless Improvement

About the Job

CDS Logistics & Home Services is looking to add an enthusiastic, highly organized Customer Support Representative to our team. We are seeking candidates with experience in logistics support, customer service, and a willingness to learn. In this role you will work within our Network Operations team supporting the daily operations of our business through coordination of a variety of internal and external client requests. You can anticipate this role to focus on daily customer support, issue resolution, and maintaining internal systems data integrity.

Successful applicant will be able to:

• Perform quality work within deadlines. 
• Interact and communicate professionally with internal and external customer groups.
• Prioritize daily tasks in consideration of Organizational Strategic Goals.
• Work independently while understanding the necessity for communicating and coordinating efforts with your stakeholders.

Essential Job Functions

• Identifying performance issues in consideration towards customer performance metrics through CDS internal systems, such as Vision, to identify, communicate to internal teams and/or take corrective actions for these issues.
• Complete daily reporting requirements for all assigned Customers accounts.
• Provide support to other support analysts for the daily completion of all customer issue resolution
• Issue resolution for all assigned accounts. Primary liaison between customer and CDS. 
• Complete weekly and if needed daily communication for performance metrics surrounding New Customer Account execution to internal teams: sales, network management, LOC.
• Assist Program Managers and Network Managers with customer account communication and reporting when requested/required.
• Assist in the creation of dealer & manufacturer SOP's
• All other duties assigned.

Qualifications

• Minimum High School Diploma/GED, AA degree preferred.
• Minimum of 1-3 years of experience in a logistics operation support role (customer service, account management, etc.).
• Experience working in order management software.
• Strong customer service skills.
• Excellent communication skills; verbal, written and listening.
• Excellent attention to detail.
• Ability to take and apply constructive criticism.
• Strong organizational skills to handle multiple priorities and streams of information.
• Analytical and resourceful hands-on problem solver
• Excel Skills
• Must work well in a team environment and independently
• Must be available for occasional overtime

Preferred Qualifications

• Microsoft Office: Word, Excel, Power Point, Email
• TMW Experience
• This position has no supervisory responsibility.

Supervisory Responsibility

This role has no supervisory responsibility.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, sit, stand, for 8+ hours per day, use hands to finger, handle or feel; and reach with hands and arms. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The employee must occasionally lift, push, pull and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading, typing and use of wrists, hands, and fingers.

Travel

Little to no travel is expected for this position.

Work Environment

This job operates in an office environment. This role routinely uses office equipment such as computers, scanners, copiers, and telephones. This position also operates near a warehouse environment, however only trained personally are permitted to access the warehouse environment while observing all safety procedures.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.