Customer Service Representative
What You Can Expect:
- Serve as the primary point of contact for assigned customer accounts, providing timely, professional, and solutions-focused support.
- Respond to customer inquiries promptly, communicate shipment or operational updates, and proactively manage customer expectations.
- Coordinate closely with warehouse operations to resolve service issues, investigate discrepancies, and ensure customer requirements are met.
- Take ownership of customer concerns through resolution, escalating issues to management when appropriate.
- Track customer requests, value-added services, and operational activities while maintaining accurate documentation and shared records.
- Coordinate weekly billing activities with the Finance team to ensure timely invoices, resolve billing discrepancies, and support the weekly billing cycle.
- Assist with customer claims by gathering documentation, maintaining claim records, and supporting investigations alongside the operations team.
- Prepare and maintain customer reports, KPI trackers, meeting minutes, contracts, and operational documentation using Microsoft Excel and shared file systems.
- Participate in regular customer meetings and internal operational reviews, providing updates and supporting continuous improvement initiatives.
- Maintain accurate customer information within warehouse management systems and internal databases.
- Collaborate with cross-functional teams to ensure service expectations, contractual commitments, and customer deliverables are consistently achieved.
- Promote a safe, organized, and customer-focused work environment while demonstrating Rhenus values in daily interactions.
- Perform other duties and special projects as assigned.
What You Bring:
- 2+ years of customer service, account coordination, or customer support experience within logistics, warehousing, distribution, manufacturing, or a related industry.
- Bachelor's degree in Business, Supply Chain Management, or a related field is preferred, or an equivalent combination of education and relevant experience.
- Experience supporting customers in a contract logistics or warehouse environment is considered a strong asset.
- Excellent verbal and written communication skills with a strong customer service mindset.
- Proficiency with Microsoft Office, particularly Excel and Outlook; experience preparing reports, maintaining spreadsheets, and managing customer documentation.
- Experience using Warehouse Management Systems (WMS); Blue Yonder experience is considered a strong asset.
- Strong organizational, multitasking, and time management skills, with the ability to prioritize competing demands.
- Exceptional attention to detail with strong analytical and problem-solving abilities.
- Ability to build positive working relationships with customers, warehouse operations, and internal stakeholders.
- Professional, dependable, and accountable with the ability to thrive in a fast-paced environment.
- Bilingual English/Spanish or English/German is considered a strong asset.
- Ability to work on-site five days per week at our Plainfield, Indiana facility.