What are the responsibilities and job description for the Representative, Customer Service and Support (1st Shift) - City of Industry CA position at APL Logistics Ltd?
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.
EEO Statement for US-
The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.
Experience:
General Experience
Minimum 3 years of relevant work
Managerial Experience
Not applicable
The hourly wage for this position is $21.50.
Work Schedule: Mon-Fri 6:00am - 2:45pm.
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
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.
Salary : $22