Customer Service Rep II

Yusen Logistics • Edison, NJ

1d

About The Position

As a Customer Service Representative II, you will play a pivotal role in delivering exceptional customer experiences by providing advanced support, resolving complex issues, and serving as a point of escalation for CSR I representatives. Your responsibilities extend beyond basic customer interactions to encompass problem-solving, process improvement, and ensuring customer satisfaction through effective communication and engagement.

Requirements

• High school diploma or GED; additional education or certifications in customer service are beneficial
• 2 – 3 years’ experience in warehouse, customer service, logistics, terminal operations, or related field or equivalent combincation of education and experience required
• Experienced user with Microsoft Office, Excel, and Outlook

Responsibilities

• Advanced Customer Support Handling all responsibilities of a Customer Service Representative I
• Handle excalated customer inquiries and complaints with a high level of professionalism and empathy.
• Provide advanced product or service information and troubleshooting assistance.
• Be an 100% customer facing employee, often serving as a main point of contact
• Handle multiple customer accounts
• Complex Issue Resolution Analyze and resolve complex customer issues, collaborating with cross-functional teams when necessary
• Take ownership of customer problems and coordinate efforts for prompt resolution
• Quality Assurance Monitor and evluate customer interactions to ensure adherenece to company policies and service standards
• Provide constructive feedback to team members for continuous improvement
• Reporting and Analysis Generate and analylze reports to track customer service metrics and performance
• Utilize data to identify trends, areas for improvement, and opportunities for training
• Mentoring and Training Assist in training and development of CSR I
• Serve as a resource for team members, providing guidance and support
• Able to give direction to warehouse operations team members
• Maintain regular and punctual attendance.
• Work cooperatively with others.
• Interact with employees and customers in an appropriate manner.
• Use a computer for tasks such as communicating via email and preparing reports and work schedule.
• Review and analyze data and information.
• Plan, prioritize and monitor activities.
• Complete assigned tasks/projects in a timely manner.
• Comply with all Company policies and procedures

Benefits

• Medical, Dental, and Vision beginning the 1 st of the month following start date
• 401k with a company match
• Standard 10 days PTO
• Eligible for bonus plan
• 7 Paid Holidays
• Eligble for OT pay if applicable
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation , and much more
• Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees