Distribution Customer Service Representative

Job Description

SUMMARY DESCRIPTION:

Ensure the proper and timely movement of freight and information, while providing an exceptional customer service within the Distribution department

• Daily process and input of all customer orders and distribution accounts.
• Provide daily operational reports that are accurate and timely.
• Generate all related paperwork and necessary information required for customer work orders, checks all orders for special requests and posts inventory records.
• Perform accurate and timely data entry for receiving, order allocation, shipping and inventory management.
• Trace orders as required and notify customers of any activity concerning their orders.
• Ensure accurate and timely client and vendors billing.
• Maintain damage records and backorder logs.  Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders.
• Act as a liaison between the warehouse and the customer in administration of accounts
• Maintain strong relationships with vendors (trucking companies, and others).
• Provide support with other miscellaneous projects, filing and research
• Compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
• Escalation of problems to Management when necessary

WHAT WE EXPECT FROM YOU:

Expeditors Key Performance Expectations

Exceptional Customer Service: Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers.

Job Execution: Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize

Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

Communication: Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards

Culture: Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humour, and Visionary

Personal Growth and Development: Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate

Specific Performance Expectations

Timely and Accurate Shipment Processing: Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures

Timely and Accurate Data Entry: Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution

Timely and Accurate Billing and Accounting: Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

Qualifications

The ideal candidate would have experience within the healthcare sector and understand the importance of Good Distribution Practice (GDP).

Positive and willing to help attitude

Understanding transportation process of all models is a plus

Good computer skills (e.g., MS Excel, MS Word)

6 months to 1-year related experience and/or training; or equivalent combination of education and experience

Meet company standards of 52 hours training per year, including as needed management/leadership training

Excellent organisational skills, time management skills in addition to a professional manner

Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely obtain positive results