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Senior Customer Service Representative

2 months ago

Cleveland, Ohio, United States APL Logistics Full time

Job Overview:

The Senior Customer Service Representative plays a crucial role in maintaining effective communication with clients, ensuring inquiries are addressed promptly and professionally. This position encompasses all responsibilities of a Customer Service Representative II while also supervising the daily operations of the customer service team under management's guidance.

Key Responsibilities:

  • Support management in fostering positive relationships with clients, ensuring all complaints are resolved efficiently and courteously.
  • Gather customer feedback and report findings to management, addressing any negative responses immediately.
  • Assist in coordinating daily workflows among customer service representatives, ensuring timely handling of all product shipments.
  • Oversee the accurate and timely entry of inbound shipments into inventory.
  • Ensure precise customer invoicing, including recurring and adjustment billing.
  • Maintain accurate physical and cycle count inventories.
  • Process adjustment orders effectively.
  • Resolve complex customer issues while maintaining strong relationships.
  • Train new team members and provide performance feedback for Customer Service Representatives I and II.
  • Ensure timely and accurate processing of customer orders and coordinate requests with supervisors and team members.
  • Maintain detailed metrics, records, and reports as required, ensuring inventory records are up-to-date.
  • Process adjustments and generate invoices accurately and promptly.
  • Act as a liaison between warehouse staff and customers, resolving issues as they arise.
  • Collaborate with administration to maintain appropriate supply levels.
  • Audit productivity statistics of customer service representatives to ensure compliance with company standards.
  • Keep filing systems organized and current.
  • Assist in the collection of overdue accounts receivable.

Performance Expectations:

The incumbent is expected to apply the APL Logistics Continuous Improvement (ACI) Model to enhance operational efficiency and business processes while adhering to corporate values and objectives.

Qualifications:

  • High School Diploma or equivalent.
  • A minimum of three years of experience in customer service or inventory control within the distribution and logistics sector.
  • Strong communication and interpersonal skills.
  • Proficient in data entry and advanced spreadsheet capabilities.
  • Ability to manage and resolve EDI issues effectively.
  • Competent in reading and interpreting basic instructions and documents.
  • Strong mathematical skills and attention to detail.
  • Professional demeanor and ability to maintain confidentiality.
  • Team-oriented with a focus on customer satisfaction.

Additional Skills:

Preferred qualifications include some PC and college-level coursework. The candidate should be adaptable, action-oriented, and committed to teamwork, respect, integrity, and innovation.