Customer Service Representative-Cross Dock

advatixinc; Trenton (NJ); On-site; USD 36,000 - 54,000; Full time

Job summary

Archway is seeking a Cross Dock Customer Service Representative to serve as the primary contact for client and customer order placement, inquiries, and issue resolution across multiple channels.

The role emphasizes handling orders from all sources, resolving driver and scheduling issues, and ensuring timely, accurate order execution in line with SLAs. Candidates should bring strong communication skills, attention to detail, and experience with order management systems and MS Office.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's preferred.
• Minimum 1 year of experience in customer service, supply chain, or order management.
• Strong attention to detail and multi-tasking.
• 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.
• Can operate an Electric Pallet Jack Truck.

Responsibilities

• Enter and manage orders from all sources and handle exceptions, updates, or corrections.
• Manage driver issues including scheduling and timeliness.
• Respond to customer and client inquiries professionally and promptly.
• Escalate risk or unresolved order-related issues to appropriate team members.
• Ensure on-time order execution meeting SLAs.
• Coordinate with departments to meet deliverables and SLAs.
• Ensure accurate billing with proper closing of work for billing.
• Update client business rule documentation and communicate changes to stakeholders.
• Adhere to client contracts and elevate outside requests before proceeding.
• Maintain corporate quality standards and procedures per company documentation.

Skills

Attention to detail

Multi-tasking

Written communication

Verbal communication

Interpersonal skills

Data entry

Teamwork

Independent work

Professional appearance

Pallet jack operation

Education

High school diploma or equivalent

Associate/Bachelor preferred

Tools

Order management system

Microsoft Office Suite

Job description

Cross Dock Customer Service Representative

Role Summary

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

Key Results Area

• 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 elevate to management before proceeding
• Support and maintain all corporate quality standards, policies, procedures, and work instructions outlined in the company process documentation

Skills & Qualifications

• 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
• Can operate an Electric Pallet Jack Truck

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.