Customer Service Associate - Logistics

Position Summary:

A Penske Logistics Customer Service Associate monitors delivery schedules to assure timely delivery of materials and products to customer locations. Manage time sensitive information and transactions in order to ensure on-time delivery by tracking shipments for pick-up, estimating times of arrival and delivery, and recovering loads when necessary. Candidate must have proven communication with a strong focus on internal and external customer service to meet business needs.

Schedule availability to include; Tuesday through Saturday 8:00 am to 4:00pm. * Must be able to work extra days occasionally per the needs of the business*

The Customer Service Agent is responsible for answering calls, responding to customer inquiries, researching and processing claims for store order delivery discrepancies. The Customer Service Agent works in conjunction with the Local or Regional Distribution Centers to provide the stores with a resolution to their inquiries or claims.

  • Answer incoming customer calls, responding to the store’s immediate needs, as well as following up with the store on issues that need further investigating to provide a timely solution to the store.
  • Ability to problem-solve with a goal of first contact resolution.
  • Completing Call Logs and researching order discrepancies using computer systems.
  • Input accurate store information into the Call Log while speaking on the phone.
  • Ability to research and toggle between multiple applications while speaking on the phone.
  • Responsible for researching and resolving order discrepancies supporting Kroger’s Customer 1st strategy.
  • Recognizing, documenting, and informing the supervisor regarding the trends in customer calls or concerns.
  • Tracing late deliveries.
  • Keying special orders for store product produced from Regional Distribution Centers.
  • Provide Distribution Centers with information which could prevent future losses.
  • Process store delivery claims for credit via the web-based Customer Service claims site.
  • Work with Local and Regional Distribution Centers to investigate store claims.
  • Communicate with all levels of the business to gather information to resolve store claims or inquiries. Frequent contact with General Office Merchandising/Procurement staff, Corporate Technology, Store Associates, Distribution Center Supply Chain Management/support staff, Kroger General Office Logistics.
  • Must be able to perform the essential functions of this position with or without reasonable accommodation.

Minimum Requirements:

  • Must have a high school diploma or GED.
  • Previous Customer Service Center experience preferred but not mandatory.
  • Ability to work independently as well as be a team player.
  • Must be able to handle multiple tasks concurrently.
  • Ability to organize and prioritize a variety of tasks/projects.
  • Strong written and verbal communication skills with the ability to effectively communicate information to all contacts.
  • Strong attention to detail is required.
  • Ability to maintain composure during stressful situations.
  • Skill and diplomacy dealing with people.
  • Sense of urgency when dealing with customers.
  • PC skills with a minimum working knowledge of Microsoft Excel, Word, Outlook and Internet Explorer with willingness and ability to learn new software applications with minimum difficulty.
  • Strong ability to problem solve / thinks outside the box.
  • Mathematical aptitude.

Desired Skill Set:

  • Customer Call Center experience.
  • Retail experience in dealing with customers.
  • Technical support positions.

Physical Requirements: -The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

-While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

-Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer. About Penske Logistics Penske Logistics is a wholly owned subsidiary of Penske Truck Leasing. With operations in North America, South America, Europe and Asia, Penske Logistics provides supply chain management and logistics services to leading companies around the world. Penske Logistics delivers value through its design, planning and execution in transportation, warehousing and freight management. Visit to learn more.
Full time
Salary Range
$21,000.00 - 32,000.00
per Year
Salary range estimated by
Shelbyville, IN 46176, US
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