Customer Support Representative

Customer Support Representative

Title: Customer Support Representative

Department: Logistics Operations

Position Status: Full Time

Shift Schedule: Day

Exempt Status: Non-Exempt Hourly

About CDS Logistics: At CDS Logistics, we are specialists in last mile delivery services for kitchen cabinets, windows, doors, and appliances. We service our customers through a nationwide network consisting of over 80 locations making over 1 million deliveries annually to homes, job sites and retail locations. Our team-oriented approach, together with our proprietary technology, enables us to exceed our customers’ expectations.

We are not perfect, but we try to be. We hold ourselves to the highest standards, ensuring every customer is treated with respect and every order handled as if it were our own. We support our team members to ensure their career success with training programs, accessible leadership, and ongoing talent development.

Our Mission: “Creating Customers by Servicing Customers”

Our Guiding Principles:

1. Put Safety First

2. Respect for Others

3. Treat Customer Orders Like Our Own

4. Deliverable Measurable Excellence

5. Pursue Relentless Improvement

About the Job

CDS Logistics & Home Services is looking to add an enthusiastic, highly organized Customer Support Representative to our team. We are seeking candidates with experience in logistics support, customer service, and a willingness to learn. In this role you will work within our Network Operations team supporting the daily operations of our business through coordination of a variety of internal and external client requests. You can anticipate this role to focus on daily customer support, issue resolution, and maintaining internal systems data integrity.

Successful applicant will be able to:

• Perform quality work within deadlines.
• Interact and communicate professionally with internal and external customer groups.
• Prioritize daily tasks in consideration of Organizational Strategic Goals.
• Work independently while understanding the necessity for communicating and coordinating efforts with your stakeholders.

Essential Job Functions

• Identifying performance issues in consideration towards customer performance metrics through CDS internal systems, such as Vision, to identify, communicate to internal teams and/or take corrective actions for these issues.
• Complete daily reporting requirements for all assigned Customers accounts.
• Provide support to other support analysts for the daily completion of all customer issue resolution
• Issue resolution for all assigned accounts. Primary liaison between customer and CDS.
• Complete weekly and if needed daily communication for performance metrics surrounding New Customer Account execution to internal teams: sales, network management, LOC.
• Assist Program Managers and Network Managers with customer account communication and reporting when requested/required.
• Assist in the creation of dealer & manufacturer SOP's
• All other duties assigned.