Representative, Customer Service and Support

3 days ago

Woodridge, IL, United States APL Logistics Full time
Job Description

Overview:

Responsible for ensuring that customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost-effective manner. Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.

Responsibilities

Responsibilities:

This position is responsible for,

Operational
  • Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.
  • For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers.
Stakeholders Management
  • Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner. Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met.
  • Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers' satisfaction.
  • Develop and maintain strong relationships with customers to promote repeating business and customer loyalty.
  • Work collaboratively with cross-functional teams to achieve common goals and objectives.
  • Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately.
  • Maintain and build strong relationships with vendors and suppliers.
Insights and Reporting
  • Generate and analyze reports on order fulfillment metrics and identify areas for improvement.
  • Identify areas for improvements in current processes and provide suggestions for improvements. Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency.
  • Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately.
Qualifications

Experience:

General Experience
  • Minimum 3 years of relevant work
Managerial Experience
  • Not applicable

The hourly wage for this position is $23.19.

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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