Distribution Customer Service Representative

Position Summary

The Distribution Customer Service Representative (CSR) is responsible for delivering outstanding customer support while ensuring accurate and timely processing of shipping, receiving, inventory, and order management activities within a fast-paced warehouse and distribution environment. This role serves as the primary liaison between customers, warehouse operations, and internal departments to ensure service excellence, operational efficiency, and customer satisfaction.

As part of the team, associates are expected to meet company standards for safety, quality, productivity, and professionalism while adhering to all company and site-specific policies and procedures.

Key Responsibilities

Customer Service & Order Management

• Process and enter customer orders accurately and efficiently within the Warehouse Management System (WMS).
• Generate and print shipment documentation and related reports.
• Monitor inventory availability and run stock reports as needed.
• Review orders for special instructions and ensure customer requirements are met.
• Expedite urgent orders, track shipments, and communicate order status updates to customers.
• Coordinate with warehouse and transportation teams to ensure service expectations are achieved.
• Verify account information and support accurate customer invoicing.
• Process returns and ensure proper credits are issued in a timely manner.

Customer Relations & Communication

• Build and maintain strong customer relationships through responsive and professional communication.
• Address customer inquiries, shipment concerns, inventory issues, and billing discrepancies promptly.
• Serve as a liaison between customers, warehouse operations, and office personnel.
• Identify and escalate customer service concerns to management when appropriate.
• Provide excellent phone and front-office support to customers, drivers, and visitors.

Shipping & Receiving Documentation

• Ensure accuracy of shipping and receiving paperwork, including packing lists and purchase orders.
• Maintain organized records related to inventory, shipments, and receiving activities.
• Verify receiving and shipping counts against system records and supporting documents.
• Assist with discrepancy resolution and inventory adjustments as needed.
• Prepare operational and customer service reports for supervisors and management.

Data Entry & Administrative Support

• Perform accurate and timely data entry for orders, shipments, receipts, inventory counts, and adjustments.
• Maintain organized files and documentation related to customer accounts and orders.
• Operate office equipment and computer systems necessary for daily operations.
• Assist with driver check-ins and provide administrative support to warehouse operations.

Team Support

• Cross-train in additional administrative functions to support operational needs and team development.
• Contribute to a positive, collaborative, and safety-focused work environment.

Qualifications

Required Qualifications

• High school diploma or GED required.
• Minimum of 1 year of customer service experience.
• Intermediate computer proficiency, including Microsoft Office applications.
• Strong written and verbal communication skills in English.
• Ability to multitask and work effectively in a fast-paced distribution environment.
• Strong attention to detail, accuracy, and organizational skills.
• Ability to work independently with minimal supervision.

Preferred Qualifications

• 1–3 years of warehouse, logistics, or distribution support experience.
• 2–3 years of customer service experience in a logistics or supply chain environment.

Skills & Competencies

• Customer-focused mindset
• Strong problem-solving abilities
• Effective communication and interpersonal skills
• Time management and organizational skills
• Adaptability and flexibility in a fast-changing environment
• Inventory and shipment tracking knowledge
• Data entry accuracy and attention to detail