Job Description

GENERAL DESCRIPTION: The Warehouse Operations and Customer Service Representative is responsible for supporting customer service functions and warehouse operations to ensure efficient order processing, communication and product flow. The role combines a hands-on operational tasks with customer support responsibilities, providing responsive service and ensuring a great experience for every internal and external customer.

Primary responsibilities include processing and printing of orders, handling calls related to orders and inbound shipments, preparing driver delivery paperwork, logs, scheduling inbound deliveries. preparing ASN’s and other receiving documents, maintaining information regarding Safety and Production KPI’s, assisting as needed with Supply order fulfillment. Other responsibilities include active participation on the warehouse floor, including operating material handling equipment to support warehouse operations, and upholding Tire Discounters values of a family- owned company, by consistently demonstrating our commitment to exceptional customer service.

ESSENTIAL FUNCTIONS:

• Manage and respond to in-bound, and out-bound calls, email, and online orders.
• Execute order processing through our Tire Works Sales Order system and WMS system
• Print work orders and related documents
• Schedule Inbound trailers, create ASN’s and prepare receiving paperwork
• Build trust and positive relationships with internal customers through communication and follow up
• Provide accurate and timely information using the correct and appropriate methods, processes, and tools.
• Track and report safety and warehouse KPI’s
• Exceed customer expectations by providing accurate and timely information, detailed follow-up, and outstanding customer service.
• Maintain and organize Delivery Driver paperwork, compliance logs and DOT records for all drivers.

• Organize and maintain safety and training records
• Operate MHE such as stock pickers and walkie riders as required.
• Assist warehouse team with loading, unloading, stocking and general floor operations.
• Use material handling equipment to retrieve, stock, or organize products at heights up to 20 feet.
• Participate in safety and equipment training programs and comply with all safety policies

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong phone, email, in person communication skills using active listening.
• Proficient in Microsoft Office 365 including Outlook, as well as other software programs and tools, needed to perform essential job functions.
• Flexible communication style, with the ability to respond to different customer personalities, maintaining professional and respectful demeanor.
• Collaborative mindset and strong team work orientation.
• Dependability and accountability in performing job duties and meeting deadlines.
• Strong attention to detail and accuracy in documentation and data entry.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Strong Customer Service and Support skills
• Proven customer support experience, or experience as a client service representative preferred.

EDUCATION AND WORK EXPERIENCE:

• Minimum High-School Diploma (or equivalent).
• Minimum one year of experience in customer support and/or warehouse environment.
• Experience operating MHE and working in a distribution/warehouse environment is strongly preferred.
• Automotive parts and/or service background is helpful.

PHYSICAL DEMANDS:

• This job operates in a warehouse, alternating between administrative tasks in an office setting and operational support on the warehouse floor.
• Routinely uses standard office equipment such as computers, phones, copy machine and filing cabinets.
• Regularly required to sit, stand, walk, talk and hear.
• Work is in a warehouse environment with some level of noise, typical of a warehouse environment.
• Frequent bending, reaching and climbing required.
• Lift/carry up to 60 pounds, reach with hands and arms and work at heights up to 20 feet using MHE.
• Use of required PPE and adherence to all safety policies.