Customer Service Representative (Logistic)

Distro; Newark (NJ); Presencial; USD 40.000 - 55.000; Jornada completa

Descripción de la vacante

Bennett Heat Treating & Brazing Co., Inc. is seeking a dependable Customer Service Representative to serve as the primary contact for customers and support daily order, shipping, warehouse, and billing processes in a manual, process-driven environment.

You will handle approximately 20–50 incoming calls daily, research orders in the Visual Shop ERP, coordinate with the warehouse, prepare UPS labels and shipping documentation, and provide clear updates to customers while maintaining organized

Formación

• Three years of customer service experience.
• High school diploma or equivalent.
• Proficiency with Word, Excel, and Outlook.
• Excellent verbal and written communication.
• Professional telephone and email etiquette.
• Ability to handle approximately 20 to 50 incoming calls daily.
• Strong attention to detail and organizational skills.
• Ability to research information before responding to customers.
• Willingness to coordinate with warehouse, shipping, quality, and billing teams.
• Reliable transportation or dependable commute plan.

Responsabilidades

• Answer 20–50 incoming calls per day; greet customers professionally and collect required details.
• Respond to email inquiries with clear, professional updates.
• Research order status in Visual Shop ERP and coordinate with warehouse.
• Provide regular order updates and manage customer expectations.
• Prepare shipping tickets and attach purchase orders for billing.
• Generate UPS shipping labels and schedule pickups.
• Coordinate with carriers for pickups and maintain shipment records.
• Review and organize documentation for billing and invoicing.
• Resolve routine customer and shipping issues with cross-functional teams.
• Assist with minor purchasing and daily administrative tasks.

Conocimientos

Customer service

Call handling

Verbal communication

Written communication

Telephone etiquette

Email etiquette

Attention to detail

Research skills

Cross-functional coordination

Punctuality / reliability

Educación

High school diploma or equivalent

Herramientas

Microsoft Word

Excel

Outlook

Visual Shop ERP

Descripción del empleo

Position Summary

Bennett Heat Treating & Brazing Co., Inc. is seeking a dependable, organized, and detail-oriented Customer Service Representative to serve as a primary point of contact for customers and support daily order, shipping, warehouse, and billing processes. The position's main responsibility is answering incoming customer calls, with typical volume ranging from approximately 20 to 50 calls per day. Most inquiries concern order status. The Customer Service Representative must collect the correct information, research the order in the Visual Shop ERP system, coordinate with the warehouse when necessary, and communicate a verified update to the customer. The employee will also prepare daily UPS labels, schedule common-carrier pickups, generate shipping tickets and certifications, attach purchase orders, and verify that completed orders contain the documentation needed for shipping and billing. This position operates in a highly manual and process-driven industrial environment. The ideal candidate is comfortable working with traditional procedures, paper documentation, computer systems, frequent customer communication, and cross-functional coordination.

Key Responsibilities

Incoming Customer Calls

Answer approximately 20 to 50 incoming calls per day. Greet customers professionally and identify the reason for each call. Collect the customer name, company, purchase-order number, order number, material information, and other relevant details. Clarify questions before researching the request. Handle most calls involving order-status inquiries. Communicate information clearly, professionally, and accurately. Avoid providing estimated dates or commitments before verifying information. Document important questions, customer requests, changes, and follow-up needs. Escalate technical, quality, pricing, or unusual service concerns to the appropriate team member. Maintain a patient and service-oriented communication style.

Email Communication

Respond to customer email inquiries promptly. Provide clear and professional written updates. Request missing order or shipping information when needed. Communicate changes in order status, delivery, pickup, or shipping. Maintain organized email records. Follow up until the customer's question is resolved. Escalate complex or sensitive matters appropriately.

Order-Status Research

Research order status using the Visual Shop ERP system. Review system information before contacting the warehouse. Determine whether an order has been received, entered, processed, completed, documented, prepared for pickup, or shipped. Coordinate with warehouse personnel when the ERP does not contain sufficient information. Verify order status before communicating with the customer. Identify missing documentation or information that may be delaying the order. Maintain ownership of the inquiry until a confirmed response is provided. Learn company-specific Visual Shop workflows through training.

Customer Order Updates

Provide regular customer updates regarding order progress. Follow up regarding questions, requested changes, completion, pickup, or shipping. Notify customers when additional information is needed. Communicate revised expectations when confirmed by Operations or the warehouse. Track open customer requests and promised follow-ups. Maintain consistent communication even when an immediate resolution is not available. Help build customer confidence through timely, accurate updates.

Shipping Tickets and Certifications

Generate shipping tickets for completed warehouse orders. Prepare required order certifications. Attach the correct customer purchase order. Verify that documentation matches the correct order and customer. Ensure all necessary documents are available for billing. Identify missing or inconsistent documents before releasing an order. Organize documents for customer pickup, carrier shipment, and invoice processing. Maintain accurate electronic and paper records.

UPS Shipping Labels

Prepare UPS shipping labels daily. Verify customer names, addresses, attention lines, account numbers, package information, and shipping instructions. Use customer-provided freight account information when applicable. Confirm label accuracy before finalizing the shipment. Coordinate package readiness with warehouse and shipping personnel. Maintain tracking information when available. Communicate shipment details to customers as needed.

Common-Carrier Coordination

Contact common carriers to schedule pickups. Coordinate approximately five common-carrier pickups per week. Confirm pickup dates, shipment details, addresses, freight instructions, and account information. Provide carriers with the information needed to complete the pickup. Coordinate pickup readiness with warehouse personnel. Follow up on missed, delayed, or changed pickups. Maintain records of scheduled carrier activity. Escalate unusual carrier or freight issues when necessary.

Billing Documentation Support Review

Support Review completed orders to confirm that shipping tickets, certifications, purchase orders, and supporting documents are present. Organize documentation for billing. Resolve missing information with the appropriate department. Help prevent invoicing delays caused by incomplete paperwork. Maintain complete and accessible order records. Communicate documentation concerns promptly.

Customer and Shipping Issue Resolution

Attempt to resolve routine customer and shipping issues independently. Research available information before requesting assistance. Coordinate with warehouse, shipping, quality, billing, or management as needed. Escalate issues when they fall outside the employee's authority or require specialized knowledge. Keep the customer informed while an issue is being reviewed. Document the resolution and any required follow-up. Escalations are not expected to occur frequently, and support will be available when a situation requires additional authority or expertise.

Minor Purchasing and Administrative Support

Assist with routine or minor purchasing activities. Collect or organize information required for approved purchases. Communicate with vendors when assigned. Maintain basic purchasing records. Support daily office and administrative functions. Learn additional responsibilities gradually based on training, business needs, and demonstrated capability.

Required Qualifications

Must-Have Qualifications

At least three years of customer service experience. High school diploma or equivalent. Proficiency with Microsoft Word, Excel, and Outlook. Strong verbal and written communication skills. Professional telephone and email etiquette. Ability to manage approximately 20 to 50 incoming calls per day. Strong attention to detail. Critical-thinking and problem-solving skills. Ability to research information before responding to customers. Strong organization and follow-up habits. Ability to manage multiple inquiries, interruptions, and priorities. Ability to review documents for completeness and accuracy. Team-oriented work style. Dependable attendance and punctuality. Ability to work in a highly manual and process-driven environment. Ability to learn Visual Shop ERP and company-specific procedures. Willingness to coordinate with warehouse, shipping, quality, and billing employees. Reliable transportation or a dependable commute plan.

Preferred Qualifications

Customer service experience in manufacturing, industrial services, logistics, distribution, or warehousing. Experience researching customer order status. Experience with ERP or order-management systems. Previous Visual Shop ERP experience. Experience preparing UPS shipping labels. Experience coordinating common-carrier pickups. Familiarity with customer freight accounts. Experience preparing shipping tickets, certifications, or order documentation. Experience reviewing purchase orders. Experience supporting billing or invoice documentation. Minor purchasing or vendor-coordination experience. Manufacturing, industrial, or shipping experience is helpful but is not required when the candidate demonstrates strong customer service, accuracy, organization, and learning ability.

$20 - $25 an hour