Customer Service Representative III

4 days ago

Cleveland, Ohio, United States APL Logistics Full time
Job Description

Overview:

The Customer Service Representative III is a key member of the APL Logistics team, responsible for providing exceptional customer service and support to clients. This role requires strong communication and interpersonal skills, as well as the ability to work effectively in a fast-paced environment.

Responsibilities:

  • Assist in maintaining good relations with customers through prompt and courteous communication.
  • Handle customer complaints and feedback in a professional and efficient manner.
  • Direct the daily activities of Customer Service Representatives, ensuring timely and accurate processing of shipments and inventory.
  • Resolve complex customer problems and maintain a good working relationship with clients.
  • Provide training and guidance to new hires and assist in evaluating the performance of Customer Service Representatives.
  • Process and release adjustment orders, and ensure accurate and timely invoicing.
  • Maintain complex metrics, records, and reports as required, and ensure that inventory records are current and accurate.
  • Act as a liaison between warehouse personnel and customers, resolving problems as they occur and ensuring accurate and complete information is conveyed to all parties.

Key Result Areas:

  • Apply the APL Logistics Continuous Improvement (ACI) Model to improve business processes, increase proficiency, and increase efficiency through waste elimination.
  • Apply the 5S Lean methodology to sustain a safe, clean, and orderly facility.
  • Meet and occasionally exceed standards for safety, quality, productivity, and customer service.

Qualifications:

  • High School Diploma or equivalent required.
  • Minimum of three (3) years customer service or inventory control experience in the distribution and logistics industry.
  • Good communication and interpersonal skills.
  • Proficient in data entry and advanced spreadsheet skills.
  • Ability to read and comprehend basic instructions, interpret documents, and write legibly.
  • Good math skills and ability to make decisions on customer acceptance based on past experience.
  • Above average verbal, writing, and grammar skills in English.
  • Attention to detail and ability to maintain information as confidential.
  • Strong customer focus and ability to act in a professional manner.

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