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Customer Service Representative – Agile Cold Storage

Department: Customer Service

Schedule: Full-Time | 1st Shift (8:00 AM – 5:00 PM, Monday–Friday)

Reports To: Customer Service Supervisor

Position Overview

The Customer Service Representative (CSR) serves as the primary point of contact between Agile Cold Storage and its customers. This role manages inquiries, resolves issues, and coordinates logistics to ensure accurate, timely, and professional service delivery.

Essential Duties and Responsibilities

+ Respond promptly to all customer inquiries, requests, and complaints related to work orders, shipments, and inventory.

+ Schedule inbound and outbound appointments within the Dock Management System (DMS).

+ Communicate effectively with customers, brokers, freight forwarders, and warehouse operations regarding accounts, inventory, invoicing, and credit changes.

+ Process and verify computer-generated invoices to ensure accurate billing.

+ Generate and manage all required documentation for customer work orders, including special requests and expedited orders.

+ Review and confirm that orders comply with company policies and procedures.

+ Research issues, obtain supporting documents, secure approvals, and process credits or debits.

+ Provide general clerical support, including maintaining order files, answering phones, operating office equipment, and greeting visitors.

+ Support and provide coverage for other team members as needed.

+ Perform other duties as assigned to support Agile’s operational goals.

Additional Responsibilities

+ Accurately enter orders into the Warehouse Management System (WMS).

+ Follow all company safety rules and maintain a clean, organized workspace.

+ Adapt to changing work hours and shifts based on business needs, including occasional overtime, weekends, or holidays.

Required Qualifications

+ Minimum 2 years of customer service experience, preferably in logistics, warehousing, or distribution.

+ Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Access) and general internet navigation.

+ Strong clerical and organizational skills with attention to detail.

+ Excellent verbal and written communication skills in English.

+ Demonstrated ability to remain professional and cooperative under pressure.

+ Team-oriented with strong interpersonal and problem-solving skills.

+ Must successfully complete a basic math skills test, background check, and drug screening prior to employment.

Preferred Qualifications

+ High School Diploma or GED.

+ Experience in export coordination or warehouse logistics is a plus.

Knowledge, Skills, and Abilities

+ High attention to detail, accuracy, and organization.

+ Ability to follow written and verbal instructions.

+ Strong time management and multitasking capabilities.

+ Dependable, self-motivated, and customer-focused mindset.

Work Environment

+ Primarily office-based with occasional movement throughout warehouse areas.

+ Frequent use of standard office equipment (computer, phone, copier, fax, calculator).

+ Moderate noise level typical of a warehouse setting.

Physical and Mental Demands

+ Ability to sit for extended periods and perform repetitive office tasks.

+ Regular standing, walking, bending, and light lifting (up to 20 lbs).

+ Must adhere to company grooming, hygiene, dress code, and PPE policies for safety compliance.

Supervisory Responsibilities

+ May occasionally lead or assist with special projects under supervision.

Join the Agile Cold Storage team and be part of a fast-paced, customer-driven environment where precision and teamwork make a difference.