Rep II, Customer Service

2 weeks ago

Pleasant Prairie, United States APL Logistics Full time
Job Description

Overview:

Customer Service Representative II is responsible for communications with customers in a professional, prompt, and effective manner which includes responding to inquiries, processing orders and handling complaints. The CSR II addresses higher level non-routine customer issues and requests.

Responsibilities

This position is responsible for, but not limited to, the following:
  • Apply the APL Logistics Continuous Improvement (ACI) Model for operational efficiency to improve business process, increase proficiency and increase efficiency through waste elimination.
  • Apply the 5S Lean methodology to sustain a safe, clean and orderly facility.
  • Position requires the incumbent's performance to meet and occasionally exceed standards as set by the company for safety, quality, productivity and customer services.
  • Resolves difficult customer problems. Maintains a good working relationship with customers. Reports all customer feedback and assists the other customer service reps in resolving customer problems.
  • Participates in the training of new hires. Provides training for new hires and provides input on performance levels of CSR I's. Assists with the Customer Service Rep III's duties.
  • Process & input all customer orders. Generate all related paperwork and necessary information required for customer work orders, checking all orders for special requests and post-inventory records. Follows up with other departments to ensure the service standards are being met.
  • Maintains metrics, records & reports as required. Ensures that inventory records are current and accurate. Prepares and maintains other records as required.
  • Processes adjustments & produces invoices. Assures proper invoicing of accounts by verifying computer-generated invoices.
  • Participates in Inventory Control. Arranges cycle counts and physical inventories and verifies quantities.
  • Acts as liaison between warehouse personnel and customer. Resolves problems as they occur and ensures that accurate and complete information is conveyed to all concerned.
  • Must comply with written policies as set forth in the company Code of Conduct, Dress Code policy, Attendance program and associate handbook.
Qualifications

Qualifications:
  • Minimum of two (2) years customer service, inventory control, or accounting experience required.
  • Knowledge of distribution and logistics preferred but not required
Requirements

Additional Knowledge, Skills & Abilities
  • Must have good communication and interpersonal skills
  • Must be proficient in data entry
  • Spreadsheet skills preferred
  • Ability to read and comprehend basic instructions, to interpret documents such as safety rules, operating and maintenance instructions and procedures
  • Ability to write legibly
  • Must have good math skills
  • Ability to make decisions on customer acceptance based on past experience and fitness for use
  • Teamwork - showing a commitment to teamwork and collaboration.
  • Respect - extending dignity and respect to all people.
  • Integrity - fostering trust and a positive work environment.
  • Innovation - bringing creativity to the workplace.
  • Customer Focus - achieving Company, department, and personal goals through a strong customer focus

The hourly wage for this position is $18.50.

Candidates are eligible for the following benefits:

•PTO
•6 days sick time
•8 paid holidays
•1 paid "Personal Holiday"
•Company Bonus Plan
•401(K) SAVE Plan
•Annual Fixed Contribution
•Medical, Dental, Vision, and Life & Disability coverage
•Voluntary Benefits
•Accident/Critical Illness/Hospital Indemnity Benefits
•Tuition reimbursement and student loan assistance
•Employee Assistance Program (EAP)
•Health Savings Account (HSA) with employer funding and wellness incentives
•Flexible Spending Account (FSA)
•Employee Referral Program

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