Representative, Customer Service and Support

Responsible for communications with customers in a professional, prompt, and effective manner which includes responding to inquiries, processing orders and handling complaints. These are typically routine requests with non-routine escalated as appropriate.

Within the scope of this position's responsibilities, the incumbent must apply the APL Logistics Continuous Improvement (ACI) Model for operational efficiency to improve business processes, increased proficiency and increase efficiency through waste elimination while at the same time, meeting the corporate values and objectives.

Recording Keeping and Reporting

- Accurately processes all inbound and outbound paperwork in a timely manner and necessary information required for customer work-orders, checking all orders for special requests and post inventory records. This includes confirming accuracy of information, reconciling between Company and customer systems. Any discrepancies are immediately identified and resolved per established procedures.

- Maintains metrics, records and reports as required and ensures that inventory records are current and accurate. Prepares and maintains other records as

required.

- Processes adjustments & produces accurate and timely invoices.

Resolving Customer Issues

- Respond to basic and advanced customer issues such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Management (CRM) Data

- Maintains and builds upon a good working relationship with customers. Responds to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc., in a courteous, efficient and timely manner. Reports customer feedback to management, including any signs of dissatisfaction.

- Acts as liaison between warehouse personnel and customers to resolve problems as they occur and ensures that accurate and complete information is conveyed to all concerned. Escalates problems as necessary and follows up when applicable.

Other Duties

- Participates in inventory control, arranges cycle counts and physical inventories and verifies quantities.

- Other responsibilities may include phone duties, greeting visitors, scheduling, and other clerical duties as directed by superiors or management

• Minimum of two (2) years customer service, inventory control, or accounting experience required

• Must have good communication and interpersonal skills

• Must be proficient in data entry

• Basic spreadsheet skills required

• Ability to read and comprehend basic instructions, to interpret documents such as safety rules, operating and maintenance instructions and procedures

• Ability to write legibly

• Must have good math skills

• Ability to make decisions on customer acceptance based on past experience

• Above average verbal, writing, and grammar skills in English

• Must have attention to detail for continuous mental and visual attention

• Must be strong in customer focus

• Must act in a professional manner

• Must be able to maintain information as confidential

• Must be a team player