Customer Service Agent II - Logistics

$49,920 - $49,920/Yr

Watchpoint Logistics - Milpitas, CA

Full-time - Entry Level

Milpitas, CA

Support Activities for Transportation

About the position

The Customer Service Agent II at Watchpoint Logistics, Inc. plays a crucial role in ensuring the efficiency of the supply chain by utilizing strong communication skills and industry knowledge. This position involves building relationships with customers and collaborating with internal teams to resolve logistical challenges, ensuring customer satisfaction through professional support and proactive communication.

Responsibilities

• Assists in logistics and transportation arrangements, including receiving and order processing, cycle counting, and establishing delivery schedules with carriers and vendors.
• Utilizes customer service knowledge to proactively update customers and address questions regarding the status of their receipts, orders, inventory, and shipments.
• Navigates Salesforce to manage case requests through closure and monitors service failures using the Salesforce process review tool.
• Manages incoming emails, messages, and calls to solve customer issues and retains documentation through Warehouse Management (WMS) and Salesforce tools.
• Ensures customer satisfaction by providing professional support with positivity and empathy.
• Creates receipts and orders within the WMS and distributes them to the warehouse(s) for processing.
• Creates packing lists, invoices, transportation documents, and other documents associated with receiving, inventory control, and shipping.
• Gathers data and updates performance reports, communicating with customers as requested.

Requirements

• High school diploma or GED.
• Minimum one year of experience in a customer service role.
• Proficient use of computer systems and applications (MS Office, SAP, WMS) as trained/required.
• Minimum one year of experience with CRM systems, preferably Salesforce.
• Strong communication skills, both verbal and written.
• Ability to collaborate effectively with team members to achieve common goals.
• Demonstrates active listening and seeks to understand others' perspectives.
• Ability to approach problems with a solution-focused mindset and use judgment to resolve issues.

Nice-to-haves

• Experience with Salesforce is preferred.
• Flexibility in resolving customer problems in a timely manner.
• Ability to express ideas and information clearly, concisely, and accurately.

Benefits

• Wellness program
• Health insurance
• Dental insurance
• 401(k) with 4% match
• Employee assistance program
• Vision insurance
• Life insurance
• Paid sick time