Customer Service Representative

Hours: 8:00am - 5:00pm, M-F Company Overview Greenfiber is a leading manufacturer of cellulose insulation, dedicated to creating innovative products that enhance home comfort, safety, and sustainability. With a strong commitment to environmental responsibility and customer satisfaction, Greenfiber strives to provide solutions that support healthier, quieter, and more energy-efficient living spaces. Job Overview The Customer Service Representative is responsible for providing exceptional service and support to customers by responding to inquiries, processing orders, resolving issues, and ensuring customer satisfaction. The role is also responsible for coordinating and overseeing the scheduling, routing, and dispatching of shipments to ensure timely and accurate delivery. This role acts as the communication link between drivers, warehouse teams, and customers, ensuring all shipping activities are carried out efficiently and in compliance with company policies and regulations. This role requires excellent communication skills, attention to detail, and the ability to work in a fast-paced environment. Key Responsibilities Customer Service Role Process customer orders, returns, and exchanges accurately and efficiently Verifies Open Orders reports to ensure timely invoicing and reporting of loads Process orders daily and deliveries utilizing several computer software (ex: Sage, Shippers Edge, Excel, etc.). Works with plant management for scheduling production Daily entry and review of sales order invoicing and productions entries into accounting system. Respond promptly and professionally to customer inquiries via phone, email, etc. Resolve customer concerns, delivery issues, or complaints by identifying problems, determining solutions, and following up to ensure resolution Collaborate with internal departments (sales, logistics, billing, technical support) to ensure customer needs are met Follow up with customers to ensure satisfaction, foster repeat business, and provide availability updates. Meet or exceed performance metrics, including response times, customer satisfaction scores, and issue resolution rates Dispatch Role Dispatch shipments to drivers based on workload, routes, and delivery priorities Communicate with drivers, warehouse staff, and customers to coordinate pickups, deliveries, and changes to schedules Track shipment progress using dispatch systems or tracking software, and provide updates as needed. Resolve delivery delays, equipment issues, or route changes in a timely manner Check all driver paperwork and update spreadsheets Coordinate with carriers, freight forwarders, and third-party logistics providers when necessary Review shipping documents for accuracy, including bills of lading and delivery receipts Support continuous improvement in dispatch and shipping operations to reduce delays and improve efficiency Arrange all back hauls and inter-company pick-ups with assistance of other office personnel Additional Duties Cross train in other office positions Perform other related duties that may be assigned or associated with the responsibility of the position Required Skills & Abilities Excellent verbal and written communication abilities to interact professionally with staff, vendors, and customers High level of accuracy and attention to detail in handling administrative tasks, documentation, and reporting. Proficiency with Microsoft Office Suite, Sage, and other ERP related software Ability to prioritize tasks and manage time effectively in a fast-paced environment Ability to manage multiple priorities, schedules, and tasks efficiently and within deadlines Provide frequent communication via phone, radio, or digital dispatch systems in an office or warehouse environment Education & Experience 2+ years of customer service or general office experience preferred 2+ years of previous dispatch experience preferred Physical Requirements Prolonged periods of sitting at a desk and working on a computer Ability to occasion…

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