Customer Service Rep II

Yusen Logistics • Compton, CA

1d

About The Position

As a Customer Service Representative II, you will provide advanced customer support, resolve complex issues, and serve as an escalation point for CSR I representatives. The role includes customer communication and engagement, problem-solving, process improvement, and supporting customer satisfaction. It is a 100% customer-facing position that handles multiple customer accounts and may provide direction to warehouse operations team members.

The position also supports quality assurance, reporting and analysis, and the training and development of CSR I representatives. The listed salary range is $40,492-$60,625.

Requirements

• High school diploma or GED.
• Two to three years of experience in warehouse, customer service, logistics, terminal operations, or a related field, or an equivalent combination of education and experience.
• Experienced user of Microsoft Office, Excel, and Outlook.

Nice To Haves

• Additional education or certifications in customer service are beneficial.

Responsibilities

• Handle all responsibilities of a Customer Service Representative I.
• Handle escalated customer inquiries and complaints professionally and empathetically.
• Provide advanced product or service information and troubleshooting assistance.
• Serve as a main point of contact for customers and handle multiple customer accounts.
• Analyze and resolve complex customer issues, collaborating with cross-functional teams when necessary.
• Take ownership of customer problems and coordinate efforts for prompt resolution.
• Monitor and evaluate customer interactions for adherence to company policies and service standards.
• Provide constructive feedback to team members to support continuous improvement.
• Generate and analyze reports tracking customer service metrics and performance.
• Use data to identify trends, areas for improvement, and training opportunities.
• Assist in training and developing CSR I representatives.
• Provide guidance and support to team members and direction to warehouse operations team members.
• Maintain regular and punctual attendance and work cooperatively with others.
• Interact appropriately with employees and customers.
• Use a computer for tasks including email, reports, and work schedules.
• Review and analyze data, plan, prioritize and monitor activities, and complete assigned work in a timely manner.
• Comply with company policies and procedures.

Benefits

• Medical, dental, and vision coverage beginning the first of the month following the start date.
• 401(k) with company match.
• Standard 10 days of PTO.
• Eligible for a bonus plan.
• Seven paid holidays.
• Eligible for overtime pay if applicable.
• Flexible Spending Accounts.
• Life and Accidental Death & Dismemberment Insurance.
• Short- and long-term disability.
• Tuition Assistance Program.
• Commuter benefits.
• Vacation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED