Customer Service Specialist

Ingram Marine - Granite City, IL

Full-time

Granite City, IL

Support Activities for Transportation

About the position

The Customer Service Specialist at Ingram Marine Group is responsible for managing the order processing lifecycle, serving as a liaison between customers, operations, and sales to enhance the customer experience. This role involves overseeing order entry, invoicing, inventory reporting, and coordinating shipments, ensuring effective communication and problem resolution with customers and internal teams.

Responsibilities

• Maintaining product, customer, and pricing master data in terminal operating system.
• Maintaining customer contract information and managing rail demurrage rebilling program.
• Generating invoices, processing credit memos, and troubleshooting invoice issues.
• Providing storage, tonnage, and inventory reports as required to customers.
• Generating weekly and monthly reports to finance for management reporting and business intelligence.
• Coordinating inbound and outbound shipments of rail, barges, and trucks between customers and operations.
• Communicating with customers, railroad personnel, and truck carriers to coordinate shipments and ensure accurate data capture for invoicing and activity reporting.
• Addressing customer concerns and inquiries professionally and promptly.
• Fielding after-hours calls and emails to address customer and operational concerns.
• Performing other tasks as required to constantly improve the overall customer experience.

Requirements

• Bachelor's degree required or high school diploma AND 5+ years of related experience.
• Experience with TMS, Dispatch, and Inventory Management software systems is required; accounting system experience is a plus.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities to resolve customer issues effectively.
• Attention to detail for accurate processing of orders and documentation.
• Ability to multitask and manage multiple responsibilities simultaneously.
• Product knowledge to provide accurate information and assistance to customers.
• Empathy to understand and address customer concerns appropriately.
• Proficiency in computer systems, including CRM software, TMS, and Microsoft Office, especially Excel.
• Time management skills to prioritize tasks effectively.
• Teamwork skills to collaborate with colleagues across departments.
• Adaptability to changing situations and customer needs in a fast-paced environment.
• Conflict resolution skills to manage difficult situations with customers.