Customer Service Representative

Evans Distribution Systems, Inc.; Romulus (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Benefits after 90 days

Overtime and weekend availability

Job summary

Evans Distribution Systems is seeking a detail-oriented Customer Service Representative to join our warehousing and distribution team. The CSR serves as the primary contact for customers, manages inquiries, processes orders, coordinates warehouse activities, and resolves issues in a timely, courteous manner.

The ideal candidate has strong communication and organizational skills, experience in warehouse customer service, inventory management, order processing, and billing.

Qualifications

• High school diploma or equivalent required.
• Minimum 3 years in a similar warehouse/logistics customer service role.
• Working knowledge of SAP.
• Proficiency with computer systems and data entry.
• Understanding inventory control, order processing, shipping docs, and customer billing procedures.
• Strong verbal and written communication skills.
• Excellent organizational skills and ability to multitask in a fast-paced environment.
• Willingness to participate in training and seminars.
• Pre-employment background screening required.
• Overtime and weekend availability as needed.

Responsibilities

• Serve as the primary liaison between customers, warehouse operations, transportation, accounting, sales, and management.
• Respond promptly and professionally to inquiries, concerns, and complaints regarding shipments, receipts, inventory, work orders, and invoices.
• Provide customers with timely updates regarding product activity, shipping and receiving status, and shipment tracking information.
• Communicate customer feedback, service concerns, and potential dissatisfaction to management.
• Notify supervisors, operations, and sales of changes to account requirements, service expectations, or operational parameters.
• Maintain positive relationships with customers through effective communication.
• Lead customer meetings and communicate account requirements and updates effectively.
• Process and enter customer orders accurately using SAP and other applicable systems.
• Generate inventory reports to verify product availability and support order fulfillment.
• Review inbound tally documents, investigate discrepancies, and ensure inventory records are accurate.
• Coordinate special and expedited order requests with transportation and warehouse operations.
• Oversee documentation for inbound/outbound shipments and OS&D.
• Assist warehouse personnel with customer inquiries and provide accurate information."
• Maintain damage records, back-order logs, and returned-product documentation.
• Reconcile physical inventory counts as requested.
• Maintain hazardous materials information and SDS documentation.

Skills

Customer service

Communication

Organization

Time management

Education

High school diploma

Tools

SAP

Job description

Evans Distribution Systems is a privately-owned third-party logistics company based out of Melvindale, Mich. Our company is run by a fourth-generation leadership and has operated 3 million square feet of warehousing space in Southeast Michigan for more than 90 years. Evans provides warehousing, fulfillment, value-added, transportation, and staffing services for a variety of customers in automotive, food/beverage, consumer goods, hazmat, paper/raw materials and government service sectors.

At Evans we care about our employees. We provide full benefits after 90 days and we invest heavily in professional development, cross-training, certifications and safety. We have a robust quality systems program that focuses on continuous improvement, lean operations and ISO:9001 2015 certification. We believe in a workplace that celebrates integrity, innovation and technology across all divisions. We embrace a diverse workforce with associates from many backgrounds, education, and professional disciplines. Discover for yourself why the Evans family continues to grow and how our customers have come to know, it’s easier with Evans.

Position Summary

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our fast-paced warehousing and distribution team. The CSR serves as a primary point of contact for customers, managing inquiries, processing orders, coordinating warehouse activities, and resolving service-related issues in a timely, professional, and courteous manner.

This position plays a critical role in ensuring customer products are received, stored, handled, and shipped according to established customer requirements and service standards. The ideal candidate will possess strong communication, organizational, and problem-solving skills, along with experience in warehouse customer service, inventory management, order processing, and billing.

Key Responsibilities

Customer Service and Communication

• Serve as the primary liaison between customers, warehouse operations, transportation, accounting, sales, and management.
• Respond promptly and professionally to customer inquiries, concerns, and complaints regarding shipments, receipts, inventory, work orders, and invoices.
• Provide customers with timely updates regarding product activity, shipping and receiving status, and shipment tracking information.
• Communicate customer feedback, service concerns, and potential dissatisfaction to management.
• Notify supervisors, operations, and sales of changes to customer account requirements, service expectations, or operational parameters.
• Maintain positive, professional relationships with customers through effective verbal and written communication.
• Lead customer meetings and communicate account requirements, service updates, and operational concerns effectively.

Order Processing and Warehouse Coordination

• Process and enter customer orders accurately and in a timely manner using SAP and other applicable systems.
• Generate inventory reports to verify product availability and support order fulfillment.
• Review and enter inbound tally documents into the system, investigate discrepancies, and ensure inventory records are accurate.
• Coordinate special and expedited order requests with transportation and warehouse operations.
• Oversee routine and specialized documentation associated with inbound shipments, outbound shipments, and overages, shortages, and damages (OS&D).
• Assist warehouse personnel with customer-related inquiries and provide accurate information to support daily operations.
• Maintain damage records, back-order logs, and returned-product documentation, ensuring issues are addressed efficiently.
• Reconcile physical inventory counts as requested.
• Maintain accurate hazardous materials information and Safety Data Sheet (SDS) documentation within applicable systems.

Billing, Invoicing, and Account Support

• Prepare customer work orders and generate all required support documentation.
• Ensure customers are billed accurately in accordance with established billing and rating structures.
• Prepare, distribute, review, and file monthly billing documentation within established deadlines.
• Maintain accurate records of customer transactions, billing activities, and account-specific requirements.

Reporting, Documentation, and Compliance

• Prepare and distribute special reports for customers, warehouse operations, and management as requested.
• Maintain current, accurate, and account-specific procedures documenting customer processing requirements.
• Support ISO 9001:2015 audit readiness by ensuring required procedures and documentation is maintained and accessible.
• Complete daily timesheets accurately, allocating time to the appropriate customer accounts.
• Maintain accurate records and communicate relevant customer and operational information to management.
• Collaborate with other departments to ensure established service levels, quality standards, and customer requirements are consistently met.

Qualifications and Requirements

• High school diploma or equivalent required; some college education preferred.
• Minimum of three (3) years of experience in a similar customer service role within a warehouse, distribution, or logistics environment.
• Working knowledge of SAP required.
• Proficiency with computer systems, business applications, and data entry.
• Understanding inventory control, order processing, shipping and receiving documentation, and customer billing procedures.
• Strong verbal and written communication skills.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Willingness to participate in an annual customer service seminar or relevant professional training.
• Successful completion of required pre-employment background screening.
• Ability to work overtime and weekends as operational needs require.

Work Location and Compensation

• Regular Shift: 7:00 AM – 3:30 PM
• Starting Wage: $20.00 per hour
• Schedule Flexibility: Overtime and weekend availability required as needed.