Customer Service Representative

OIA Global provides customers with an unparalleled suite of scalable and flexible supply chain solutions. Supported by 1,300 forward-thinking employees, we specialize in 3PL, 4PL, sustainability, technology, contract logistics, packaging design and optimization, and raw materials management. Since 1988, we have grown into a $1.3 billion company with a presence in 27 countries and industry expertise in fashion and apparel, consumer goods, healthcare, energy, and industrials. OIA Global is privately held by LDI, Ltd.

Summary: Customer Service Representative

As a Customer Service Representative, you'll provide quality service and support for our vendors. You'll be responsible for building strong relationships with our retail partners; spot rate quoting; shipment updates; delay/damage advisement; carrier contact; tracking product delivery; responding to routine questions regarding order status and tracking information; and working with internal partners, including account service management to resolve complex customer issues.

Supervisory Responsibilities:

• None

Duties and Responsibilities:

• Provide premium customer service through professional, timely, and accurate communication. Answer in-coming emails, faxes and calls from retailers, sales representatives, and internal partners; drive these relationships through constant communication maintaining a proactive approach.
• Drive resolution of account issues through problem solving, escalation, and collaboration with internal and external stakeholders. Ensure proactive relationship management by regular contact and follow up on supply chain challenges.
• Track and maintain orders ensuring accurate and timely delivery of products to accounts. Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution.
• Direct, coordinate, and process all sales orders throughout the entire process; analyze all purchase orders to ensure accuracy for terms and pricing, delivery information, vendor compliance, and dates in order to reduce vendor chargeback's; execute order changes, track product delivery, order fill rates, and resolve routing issues; track shipping and delivery activities; and run, analyze, and interpret order management reports.
• Learn and maintain a thorough working knowledge of OIA Global products, policies, procedures, order processing systems, and applicable programs.
• Ensure compliance with company policies and processes.

Required Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent verbal and written communication skills.
• Strong ability to communicate with people on different levels inside and outside of the organization.
• Must have demonstrated experience in Word, Excel, and sales reporting tools.
• PC and Windows based software working knowledge required.
• Can build rapport and business partnerships.
• Ability to adapt to and embrace change.
• Demonstrated initiative and ability to work independently.
• Capable of making sound business decisions.
• Able to quickly understand new information and situations.
• Possess strong organizational skills and ability to prioritize a varied workload.
• Problem solving/resolution-oriented skills.

Education and Experience:

• 3 years’ experience in Customer Service/Account Services, Distribution, and/or Sales.
• College degree or equivalent work experience preferred.
• Transportation/logistics experience preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.