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Customer Service Management In A Distribution Center Environment

© Lincoln Bittner

Working in the customer service arena at a distribution center requires many of the same skills that any retail or business to business position requires. For example, a distribution center ships packages to businesses, just as a manufacturer does. The person in this position must possess a good understanding of retail issues, and how these are resolved, along with the ability to understand the point of view and needs of the retail customer. One thing that cannot be forgotten is that no matter how far removed from the retail customer the manager is, the decisions made will directly impact that end consumer.

In addition to the skills I just mentioned, the distribution center customer service manager needs to have excellent communication skills using a variety of media, a good grasp of high volume logistics complimented by the ability to analyze raw data and cull it into a useable (reportable) format, a good understanding of general distribution center operations functions, and the ability to partner with the management of each functional area within the center.

Although this position would appear to be adversarial in nature, if approached properly, showing the proper respect to each of the functional areas and the staff that work in these areas, the customer service manager can be the liaison that bonds the distribution center with the end consumer. The upbeat nature of a good customer service manager can often be mistaken for weakness; however, this type of personality can break down barriers by reinforcing the non-confrontational, teamwork oriented nature of the position. Confronting the issues and being frank about possible solutions is necessary, however, the customer service manager must remember that this position does not actually resolve any issues. This person actually resolves issues as a true manager should, by working through others to achieve the desired results.

Customer service in the distribution center environment is divided into two distinct categories (product delivery, and issue resolution) with two distinct customers (internal and external). Product delivery includes receiving, order processing, trailer loading, and transportation to the stores. Issue management includes issue identification, research, issue resolution on both short-term and long-term levels, and communication. Internal customers include distribution center personnel and corporate officers. External customers include your clients' receiving managers, store managers, district managers, and other senior managers. Even if the clients you are servicing belong to the same company that you do, you need to promote their needs in the same manner you would for a customer who does not belong to your company.

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