Representative, Customer Service and Support (3rd Shift) - Gardena CA

APL Logistics • Gardena, CA

8h

About The Position

The Representative, Customer Service and Support is responsible for ensuring customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost-effective manner. The role collaborates with internal teams, external vendors, and other stakeholders to meet customer expectations and comply with regulatory requirements and company policies.

The position monitors order fulfillment performance, responds to customer concerns, identifies service gaps, and recommends and implements improvements. It also develops relationships with customers, vendors, and suppliers; works with cross-functional teams; and prepares and analyzes reports and performance metrics for the Supervisor/Manager and key stakeholders.

Requirements

• Minimum 3 years of relevant work experience.

Responsibilities

• Monitor and analyze order fulfillment metrics, including order cycle time and order accuracy, and take corrective action when needed.
• For selected staff, support the Vendor Logistics Program to secure new business and deepen relationships with current customers.
• Provide excellent customer service and address customer concerns or issues promptly and professionally.
• Communicate with customers to ensure orders meet their expectations and are fulfilled to their satisfaction.
• Identify service gaps, recommend solutions, and implement improvements to customer satisfaction.
• Develop and maintain customer relationships to encourage repeat business and loyalty.
• Collaborate with cross-functional teams to achieve common goals and objectives.
• Communicate with internal and external stakeholders to support accurate and efficient fulfillment of customer orders.
• Maintain and build relationships with vendors and suppliers.
• Generate and analyze order fulfillment reports and identify improvement opportunities.
• Identify process improvements, recommend changes, and work with the Supervisor/Manager to execute initiatives that improve fulfillment and efficiency.
• Prepare performance metrics and other data for the Supervisor/Manager's presentations to stakeholders, ensuring periodic variances are explained and accounted for accurately and promptly.

Benefits

• Vacation
• 6 days sick time
• 8 paid holidays
• 1 paid personal holiday
• Company Bonus Plan
• 401(K) SAVE Plan
• Annual Fixed Contribution
• Medical coverage
• Dental coverage
• Vision coverage
• Life and disability coverage
• Voluntary benefits
• Accident, critical illness, and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed