Customer Service Representative

Job Summary

Customer Service Representative provides excellent support to domestic and international customers by managing orders, handling inquiries, and resolving issues. Key responsibilities include order entry, invoicing, coordinating and assisting shipments, processing credits, and maintaining accurate records. The role requires strong communication, attention to detail, and a customer-focused approach to ensure satisfaction and timely service.

Essential Functions

Order Management Process

• Set up new customers, process credits, and send QAD order confirmations, ensuring all associated details are maintained.
• Enter customer orders and update the Capacity Demand Tool for ship date determination, while managing order reviews and entries on customer websites.
• Generate and send all necessary documentation for shipments, including labels, Proforma Invoices, and paperwork for top customers.
• Complete end-of-day invoicing, including sending invoices and uploading them to customer websites.
• Coordinate shipment details for customers arranging their own carriers, manage urgent orders requiring priority attention, and ensure smooth shipping operations.
• Scan and save all relevant documents (orders, invoices, etc.) to electronic files for record-keeping and future reference.

General Customer Requirements and Communication

• Respond promptly and professionally to customer inquiries via phone and email, ensuring accurate product details, order updates, pricing, delivery schedules, and technical support for both domestic and international customers.
• Prepare and send Fergas commission invoices monthly or as requested, and generate necessary customer-specific reports, including sales activity, and manage scorecards in system.
• Resolve customer issues proactively, including product quality, delivery delays, and billing discrepancies, while ensuring customer satisfaction through follow-ups and feedback collection.
• Manage compliance-related documents (USMCA, Compliance Letters, and US Labor Department Price Index reports), and ensure adherence to company policies, legal requirements, and international trade regulations.
• Prepare and send to Sales Representatives a monthly Activity Report.
• Perform regular inventory reviews to maintain accuracy and ensure stock levels are appropriate.
• Contribute to continuous improvement initiatives to optimize processes and enhance efficiency.

Additional Responsibilities

• Ability to verbally communicate effectively and collaboratively or in writing.
• Serves as role model, in behavior that support Beckett Air’s Core Values of integrity, excellence and profound respect for the individual.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• 1-3 years of customer service experience, preferably in an order management or logistics environment.
• Familiarity with order management systems and customer service software.
• Experience working with domestic and international customers.
• Knowledge of shipping, customs, tariffs, and international trade regulations is a plus.
• Basic understanding of compliance-related documentation (e.g., USMCA, Compliance Letters).
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Skills

• Strong  communication skills, both written and verbal.
• Excellent problem-solving and conflict resolution abilities.
• Attention to detail and accuracy in order processing and documentation.
• Time management and organizational skills to prioritize tasks effectively.
• Ability to adapt to different international time zones and cultural sensitivities.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and other relevant software.
• Ability to work collaboratively with internal teams and external customers.
• Strong customer-focused mindset with a proactive approach to service.
• Ability to work under pressure and meet deadlines.

Licenses and Certifications

• N/A