Now hiring: Warehouse Customer Service and Support Rep
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.
- Pay: 21.50 per hour. Paid weekly.
- Work Schedule: 1st shift, Monday-Friday, 6:00 am - 2:45 pm.
- Must have 1 years relevant work experience: Must understand basic 3PL/Logistics/Warehouse processes, have excellent written and verbal communications skills, possess the ability to multi-task, and experience in Excel.
Responsibilities:
This position is responsible for:
Operational
- Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; and timeliness with high accuracy to meet customer expectations and cost-effectiveness.
- Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders.
- Proactively address service issues with the respective stakeholders; escalate more complex cases to more senior colleagues and Supervisor/Manager.
- Escalate non-conformance issues for interventions and corrections.
- Respond to queries from various stakeholders.
- Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking issues to ensure timely delivery of orders.
- Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts' updates.
- Any other responsibilities as assigned by Supervisors/Managers.
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
General Experience
- Minimum 1 year of relevant work experience
- Good command of English language.
- Familiar with PC applications and Microsoft Office tools. Excel experience required.
- Familiar with distribution warehouse processes.
Managerial Experience
The hourly wage for this position is $21.50.
Candidates are eligible for the following benefits:
- Vacation
- 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
APL Logistics EEO statement: 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.
Pay: $21.50 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
