Customer Service Representative-Cross Dock

The Customer Service Representative will serve as the contact person for client and customer order placement, inquiries, and issue resolution through various communication channels. 

• Enters and manages orders from all sources (email, phone, fax, online) and handles any order exceptions, updates, or corrections 

• Manages any driver issues that may occur (scheduling, timeliness, new inbound or outbound activities, etc.) 

• Responds to all customer and client concerns or complaints, ensuring that all inquiries are handled and documented in a timely and professional manner 

• Escalates risk or unresolved order-related issues to appropriate team members or management for support to resolve 

• Ensure that all order execution is completed on time and in a manner that satisfies service level requirements 

• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs 

• Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process 

• Update client business rule documentation, ensuring that internal key stakeholders are aware of any business process changes 

• General understanding of client contractual requirements to ensure adherence to recognize client requests that are outside contract requirements and escalate to management before proceeding 

• Support and maintain all corporate quality standards, policies, procedures, and work instructions outlined in the company process documentation 

• High School Diploma or its equivalent is required; an Associate’s or Bachelor's degree is preferred 

• Minimum of 1 year of experience in customer service, supply chain, or order management  

• Strong attention to detail and multi-tasking skills  

• Experience with using an order management system and the ability to learn new systems easily 

• Capable of working both independently and within a team environment 

• Excellent written, verbal, and interpersonal communication skills 

• Accurate data entry and spelling skills 

• Extensive knowledge of Microsoft Office Suite 

• Professional appearance and demeanor 

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.