Headquartered in Houston, Texas, McLane Global has a growing network of offices and food-grade logistics facilities in California and Utah, as well as top international markets including the Middle East, China, Southeast Asia, and beyond. McLane Global leads the industry with top brands, products, and services through four key divisions: International Sales, U.S. Sales, Logistics and Transportation, and McLane Hunger Solutions.
As one of the world’s largest food-grade logistics companies, McLane Global relies on the efficiency of its fulfillment centers. We consider all our warehouses to be systematic and operate with a customer-centric mentality. To deliver on our promise to customers, we rely on exceptionally talented, bright, and committed people. We cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences, and perspectives fuel our growth and enrich our global culture. Currently, we’re seeking a Customer Service Representative to join our sales department located in Houston, TX. McLane Global is looking for a Customer Service Representative responsible for assisting all customers with order entries and any inquiries regarding the company. In addition, responsible for keeping all customers satisfied and happy with the company as their distributor and accommodating them as best possible. Solves customer problems and deals with a variety of concrete variables in situations where standardization exists. Communicates and interacts with customers, vendors, and co-workers professionally ensuring questions are answered accurately and in a timely manner. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company.
Customer Relationship Management:
- Serve as the main point of contact for assigned customers, building, and maintaining strong relationships.
- Understand customer’s specific needs, requirements, and expectations.
- Provide accurate information about services, pricing, and delivery scheduled to customers.
- Address customer inquiries, concerns, and complaints promptly and professionally.
- Proactively communicate with customers to provide updates, resolve issues, and ensure customer satisfaction.
Order Processing and Logistics Coordination:
- Receive and process customer orders accurately and efficiently.
- Coordinate with various internal departments, such as warehouse operations and transportation, to ensure timely order fulfillment and delivery.
- Track and monitor shipment status, providing updates to customers, as necessary.
- Address any order discrepancies, delivery delays, or other logistics-related issues promptly and effectively.
- Identify and resolve customer issues, complaints, or service-related problems in a timely and satisfactory manner.
- Collaborate with internal teams to investigate and resolve customer concerns.
- Escalate complex or critical issues to the appropriate department or management as needed.
- Follow up with customers to ensure that their issues have been resolved to their satisfaction.
Data Management and Documentation:
- Maintain accurate and up-to-date customer records, ensuring all relevant information is properly documented.
- Enter customer orders, inquiries, and other relevant data into the company’s customer service management system.
- Generate reports and provide regular updates on customer service metrics, such as response time, issues resolution time, and customer satisfaction.
- Identify opportunities for process improvement and customer service enhancements.
- Provide feedback and suggestions to the management team regarding customer needs, operational challenges, and potential service improvements.
- Stay updated on industry trends, best practices, and technological advancements related to logistics and customer service.
- Highschool diploma or equivalent; additional education or certification in customer service or logistics is a plus,
- Previous experience in customer service, preferably in a 3PL or logistics environment.
- Strong communication skills, both verbal and written.
- Excellent problem-solving and decision-making abilities.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Proficiency in using customer service chain operations is beneficial.
- Strong attention to detail and organizational skills.
- Ability to work independently as well as in a team-oriented environment.
- Ability to interact with multiple levels of management throughout the organization.
- Cultural sensitivity with international suppliers.
WORKING CONDITIONS (Physical Demands)
- Keyboarding – (Up to 8 hours per day) Entering text or data into a computer by means of a keyboard. Devices include a traditional keyboard, 10 keypads, a touch screen, and others.
- Sitting/Standing – (Up to 8 hours per day) The ability to alternate between sitting and standing at a desk is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
- Communication Verbally – (Up to 8 hours per day) Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
- Competitive base compensation with an extremely rewarding incentive compensation plan.
- Full Benefits including Medical, Dental, and Vision effective on the first day of employment.
- 401(k) with Employer Match.
- A high-energy, fast-paced, team environment that has fun winning every day, week, month, and year!
- All offers are contingent upon passing a background check and drug screening.
- No company visa sponsorships.
- No phone calls or walk-in inquiries for this position, apply online to be considered.
- PAY RANGE: $20-$24
Employees MUST be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodation will be provided to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
Furthermore, job descriptions typically change over time as requirements and employee skill levels change. The Employer retains the right to change or assign other duties to this position.