Position Summary
The Customer Service Representative (CSR) plays a key role ensuring a seamless customer experience by accurately processing orders, coordinating with logistics partners, and maintaining a high level of professionalism in all communications. Success in this role requires exceptional attention to detail, the ability to multitask in a fast-paced environment, and a consistent commitment to Wills Transfer Limited’s purpose and values.
This is a permanent, full-time position that also includes support responsibilities within our Warehouse Management System (WMS).
Key Responsibilities
Customer Service Excellence
- Serve as the first point of contact for customer inquiries; respond promptly and professionally via phone, email, or in person.
- Process customer orders with a high level of accuracy; review and verify incoming documentation for completeness and correctness.
- Troubleshoot and resolve customer concerns; take full ownership of issues through to resolution.
- Act as a liaison between customers, warehouse staff, and third-party carriers to ensure timely and accurate shipments and receipts.
- Provide guidance and support to new coordinators and team members.
Attention to Detail and Accuracy
- Ensure accurate entry and maintenance of data in systems such as SAP and Excalibur WMS.
- Conduct inventory investigations and cycle counts as required, ensuring integrity of warehouse records.
- Run and maintain reports, including KPIs and demurrage tracking, ensuring any discrepancies are proactively addressed.
- Assist with month-end closures and invoicing, ensuring all financial documents are complete and free of errors.
Professional Communication and Relationship Management
- Communicate with external vendors, carriers, and drivers in a courteous and professional manner, representing the company with integrity at all times.
- Collaborate effectively with internal departments to meet customer needs and resolve service issues.
- Maintain a positive and solutions-focused attitude even when handling escalations or high-pressure situations.
Safety & Compliance
- Follow all company policies and procedures, including Wills Transfer’s Code of Conduct and EH&S compliance standards.
- Work safely and support Wills’ commitment to health and safety by adhering to all SOPs and prevention guidelines.
- Demonstrate flexibility with work hours to support business needs, including overtime as required.
Qualifications & Requirements
- Proficiency in SAP and Excalibur WMS preferred
- Strong organizational skills and high attention to detail
- Clear, professional communication skills (verbal and written) in English
- 1-5 years of experience in a warehouse or logistics environment preferred
- High school diploma required
Work Environment & Culture
At Wills Transfer Limited, we are driven by our purpose: To provide innovative logistics solutions that contribute to our customers’ success. We live by our values: People Matter, Do the Right Thing, Commitment to Excellence, and Be Good Stewards. You’ll thrive in a dynamic environment where collaboration, communication, and continuous learning are valued and rewarded.
Wills is committed to being a fair and equitable employer, with employment decisions based on qualifications, business needs, and respect for every individual.
Job Types: Full-time, Permanent
Pay: From $22.50 per hour
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
