Essential duties & responsibilities related to this position function include, but are not limited, to the following:

Operational

• Manage and respond to a high-volume of phone calls and emails (50-100 daily); there will be a wide variety of interaction types including incoming advanced shipment notification, order/expedite requests, order status updates, and other general requests for information. Logs, track and document requests, responses and other information appropriately.
• Coordinate with Supply Chain Department (and potentially suppliers directly) to provide a status on products and services ordered by Banneker for delivery to the customer. Acts as a liaison to also communicate changes to customer orders to the appropriate departments.
• Receive and processes all order releases, including systems update and customer notification.
• Maintain positive customer relationships by responding to and resolving customer inquiries, problems and complaints or referring them to designated departments for investigation in a timely and courteous manner.
• Act as the liaison between Operations and the customer in administration of accounts and between the back office and customer regarding invoicing and credit changes; manage day-to-day customer relationships.
• Receive and enter shipment receipts (ASNs, etc.) and customer orders into Warehouse Management System (WMS).
• Coordinate scheduled and non-scheduled customer pick-ups and deliveries through Shipping & Receiving Department and provide billing support. Coordinate special, last minute shipping requests with the Shipping & Receiving Department, expediting orders as necessary.
• Track shipments and deliveries, assisting customers in an expeditious manner with troubleshooting of orders, providing pick-up and delivery times for proof of deliveries, and any other problem solving.
• Assure proper invoicing of accounts through customer activity reports. Furnish shipping and tracking information to customers as required. Assure proper invoicing of accounts by verifying computer generated invoices.
• Assist Management with creating and implementing processes and systems to handle different service needs of our customers such as RMA management, kitting, inventory setup for new products etc.
• Understand all customer guidelines and requirements, including contractual obligations.
• Assist with IT integration projects to support customer needs for automated order fulfillment.
• Participate and/or facilitate customer facility visits.
• • In addition to the above duties, the Customer Service Associate II will be responsible for the following:
    • Participate in B.O.L.T. for onboarding of new customers.
    • Primary contact for North Kingstown facility and additional contracts as assigned.

  EHS, Security & Other

  • Maintains safe and clean work environment using 5s principles and by keeping vehicles, workstations, aisles, storage locations and other warehouse areas neat and organized at all times.
  • Assist in maintaining the security of the warehouse. Conduct operations in a manner that promotes safety. Comply with OSHA and MSDS Standards.
  • Comply with health and safety standards for the warehouse and with all associated company, local, state, and federal guidelines.
  • Wear the proper personal protective equipment (PPE) as required.
  • Participate in company EHS program as required. May be assigned facilities duties as needed (e.g. sweep, dust, mop, etc.)
  Contribute to maintaining compliance to Quality Management System certifications and participate in projects and initiatives focused on driving Continual Improvement throughout the organization.

• Must have a valid driver’s license or Government issued ID assigned by the state of current residence.

• Must be a U.S. Citizen or clear E-Verify and successfully pass a Background Check.
• Team Members may be asked to secure a Government Security Clearance.
• Must pass pre-employment tests, if applicable.
• Must be professional at all times.

Must possess willingness, tolerance and endurance to work long or irregular hours during peak seasons, including weekends if necessary.

• Some knowledge and experience of EDI, billing, scheduling, routing, warehouse management systems (WMS) and warehouse operations support processes is required.
• Excellent track record of providing solutions with the ability to anticipate and react quickly and appropriately to potential problems; follows-up in a timely manner to all tasks and any issues not immediately resolvable; ties all loose ends.
• Experience in successfully managing multiple client accounts, a high volume of email and follow up calls to clients.

Experience in ISO, AS9100 or similar quality management systems environment preferred.