Customer Service Representative

Rhenus Group; Plainfield (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

Rhenus Group in the United States is seeking a proactive Customer Service Specialist to serve as the primary contact for assigned accounts, delivering timely, professional, and solutions-focused support. You will coordinate with warehouse operations, respond to inquiries, manage billing tasks, and maintain accurate records to meet customer requirements and timelines.

This role emphasizes collaboration with cross-functional teams, issue resolution, and ongoing process improvements in a fast-paced

Responsibilities

• Serve as the primary point of contact for assigned customer accounts, providing timely, professional, and solutions-focused support.
• Respond to customer inquiries promptly, communicate shipment or operational updates, and proactively manage customer expectations.
• Coordinate closely with warehouse operations to resolve service issues, investigate discrepancies, and ensure customer requirements are met.
• Take ownership of customer concerns through resolution, escalating issues to management when appropriate.
• Track customer requests, value-added services, and operational activities while maintaining accurate documentation and shared records.
• Coordinate weekly billing activities with the Finance team to ensure timely invoices, resolve billing discrepancies, and support the weekly billing cycle.
• Assist with customer claims by gathering documentation, maintaining claim records, and supporting investigations alongside the operations team.
• Prepare and maintain customer reports, KPI trackers, meeting minutes, contracts, and operational documentation using Microsoft Excel and shared file systems.
• Participate in regular customer meetings and internal operational reviews, providing updates and supporting continuous improvement initiatives.
• Maintain accurate customer information within warehouse management systems and internal databases.
• Collaborate with cross-functional teams to ensure service expectations, contractual commitments, and customer deliverables are consistently achieved.
• Promote a safe, organized, and customer-focused work environment while demonstrating Rhenus values in daily interactions.
• Perform other duties and special projects as assigned.

Job description

• Serve as the primary point of contact for assigned customer accounts, providing timely, professional, and solutions-focused support.
• Respond to customer inquiries promptly, communicate shipment or operational updates, and proactively manage customer expectations.
• Coordinate closely with warehouse operations to resolve service issues, investigate discrepancies, and ensure customer requirements are met.
• Take ownership of customer concerns through resolution, escalating issues to management when appropriate.
• Track customer requests, value-added services, and operational activities while maintaining accurate documentation and shared records.
• Coordinate weekly billing activities with the Finance team to ensure timely invoices, resolve billing discrepancies, and support the weekly billing cycle.
• Assist with customer claims by gathering documentation, maintaining claim records, and supporting investigations alongside the operations team.
• Prepare and maintain customer reports, KPI trackers, meeting minutes, contracts, and operational documentation using Microsoft Excel and shared file systems.
• Participate in regular customer meetings and internal operational reviews, providing updates and supporting continuous improvement initiatives.
• Maintain accurate customer information within warehouse management systems and internal databases.
• Collaborate with cross-functional teams to ensure service expectations, contractual commitments, and customer deliverables are consistently achieved.
• Promote a safe, organized, and customer-focused work environment while demonstrating Rhenus values in daily interactions.
• Perform other duties and special projects as assigned.