Customer Service Representative- Logistics

Ravago Manufacturing Americas; Baytown (TX); On-site; USD 42,000 - 70,000; Full time

Job summary

Ravago Americas in Baytown, TX seeks a Customer Solutions Specialist Lead to serve as the primary contact for external customers regarding inbound/outbound shipments and inventory questions. You will coordinate with the Ravago Baytown warehouse team and carriers to meet shipment deadlines with proper documentation.

The Lead role is the first escalation point for CSS and customers, driving continuous improvement and ensuring timely and accurate order processing.

Qualifications

• 5+ years in a customer service / receiving type role.
• Experience in warehouse or logistics environment is a plus.
• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Build sustainable relationships with customers through clear, timely communication.
• Advocate for customer needs and proactively follow up to resolve issues.
• Lead resolution of inbound/outbound shipments and inventory concerns.
• Respond promptly to customer inquiries and coordinate with internal teams.
• Investigate discrepancies with QA to support corrective actions.
• Enter orders and monitor data in WMS/NEO systems accurately.
• Check inventory and allocate products for outbound shipments.
• Assist customers in meeting deadlines and scheduling shipments.
• Coordinate with transportation carriers to schedule inbound/outbound movements.
• Monitor orders from receipt to loading to ensure on-time domestic shipments and gated exports.
• Collaborate with PBS and Production to address pending allocations.
• Escalate inventory or order issues to appropriate stakeholders.
• Provide necessary information to customers and teams; train and cover gatehouse as needed.
• Cross-train for desk coverage within the department.

Skills

Communication

MS Office

Adaptability

Organization

Phone etiquette

Teamwork

Independent work

Attention to detail

Tools

Microsoft Office Suite

Job description

• External: Customers, Customer’s Transportation Teams, Transportation Companies

Purpose Of Role

Customer Solutions Specialists serve as the customer’s main point of contact as it relates to Inbound & Outbound Shipments and Inventory related questions. By interfacing with the Customers, the Ravago Baytown Warehouse Team and carriers, the CSS is responsible for ensuring shipment deadlines are met on time and with proper documentation.

The Customer Solutions Specialist Lead will be the first point of escalation for the CSS team and customers.

Key Areas Of Accountability For Customer Solutions Specialist

The Customer Solutions Specialist is the main point of contact for their assigned external customers.

Primary Responsibilities Include

• Building sustainable relationships and trust with customers through open and interactive communication.
• Be an advocate for the customer by understanding customer needs/concerns and pro-actively following up to resolve any customer issues and concerns
• Spearhead the resolution of customer inbound/outbound shipments and inventory issues
• Respond promptly to customer inquiries
• Team with the Quality Coordinator in conducting investigations and in the creation of preventative and corrective action plans for any customer related discrepancies, claims or complaints
• Receive, process, and follow-up on all customer orders (inbound and outbound) by entering the necessary data elements in Ravago Baytown’s Warehouse Management System (WMS) and NEO system
• Check system for adequate inventory and subsequent product allocation for outbound shipments
• Assist Customers in establishing, adjusting, or meeting deadlines
• Schedule inbound/outbound shipment appointments by interacting with Transportation companies
• Monitor the customer’s orders from the time they are received until they are loaded and gone to ensure on time shipment of domestic orders and on time in gating of export containers
• Monitor and communicate any product needs with the PBS and Production teams for pending allocation
• Escalate any inventory or order issues to appropriate stakeholder.
• Work with customer on order revisions due to inventory or timing issues
• Generate loading and unloading shipment packets for Warehouse Personnel
• Work with Team Leads and Warehouse Leads to ensure the warehouse has the necessary information for orders to be loaded/unloaded in a timely and accurate manner to meet order deadlines.
• Initiate/Close Customer’s Inventory Title Transfers
• Reconcile all shipments and open issues by close of business daily.
• Provide accurate, valid and complete information using the right methods and tools to appropriate persons as required.
• Train and cover gatehouse as needed
• Cross-train to ensure desk coverage within department
• Must be able to follow work instructions and safety procedures

Additional Key Areas Of Accountability For CSS Lead

• Lead/assist with daily activities of the team to ensure that all work is completed according to scheduled deadlines
• Prepare & distribution daily shipping reports (AM & PM)
• Participate in daily shipping meetings with warehouse
• Lead daily team meeting
• Bi-weekly review of all past due open/cancelled orders and related inventory disposition
• Work with drayage carriers to have export containers dropped to be loaded and turned in within 4 days
• Proactively monitor daily live load schedule for carriers not arriving for appointments
• Serve as a resource for team members, based on a strong working knowledge of team's responsibilities and goals
• Train and mentor new team members
• Plan gatehouse coverage schedule
• Monitor Customer Solutions email to ensure items are handled in a timely manner
• Utilize sound judgment to escalates issues that may require intervention of the CS Supervisor
• Perform any additional tasks assigned

Contacts

• Internal: Inventory & Quality Team, Transportation Teams, Warehouse Leads, Gate Attendant
• External: Customers, Customer’s Transportation Teams, Transportation Companies

Skills – Knowledge

• Excellent communication skills, both written and verbal
• Proficiency in Microsoft Office: specifically, Outlook, Word, and Excel with the aptitude to quickly learn and understand additional applications
• Willingness to adapt in an evolving environment
• Ability to maintain high level of organization and prioritization
• Strong phone etiquette and active listening skills
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and the organizations.
• Proven ability to work well within a team and promote strong working relationships meanwhile, maintaining professional attitude and positive outlook
• Capacity to produce a large quantity of error free work in a timely fashion

Special Role Requirements

• CAN-DO Attitude
• Must possess excellent interpersonal skills
• Innate sense of urgency that provides proactive and consistent work
• Excellent Multitasking ability
• Proactive, Approachable, and Accountable
• Functional knowledge of a warehouse environment
• Work well under pressure
• Flexible / Adaptable
• Problem-solving Skills
• Ability to gain commercial perspective while successfully executing job role
• Able to efficiently work under minimal supervision
• Minimum 5 years of experience in a customer service / receiving type role
• Inventory Experience

Physical Requirements

• Work in a seated position for extended periods of time.
• Ability to work in a fast-paced office setting.

Location

Baytown, TX

Notice To Applicants

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.