Representative III, Customer Service (CLS) (1st Shift) - Bolingbrook IL

APL Cargo • Bolingbrook, IL

131d • $22

About The Position

Customer Service Representative III is responsible for communications with customers in a professional, prompt, and effective manner which includes responding to inquiries, processing orders and handling complaints. The CSR III fulfills all CSR II level responsibilities in addition to overseeing the daily activities of the CSR's under the direction of management. 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.

Requirements

• Minimum of three (3) years customer service or inventory control in the distribution and logistics industry is required.
• Must have good communication and interpersonal skills.
• Must be proficient in data entry.
• Advanced spreadsheet skills required.
• Must possess elevated level of skills to manage and resolve EDI issues.
• 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.

Nice To Haves

• Some PC & college level courses preferred.
• Must be able to adapt and respond to change.
• Must be action oriented.
• Teamwork - showing a commitment to teamwork and collaboration.
• Respect - extending dignity and respect to all people.
• Integrity - fostering trust and a positive work environment.
• Innovation - bringing creativity to the workplace.
• Customer Focus - achieving Company, department, and personal goals through a strong customer focus.

Responsibilities

• Assists the supervisor/manager in assuring that good relations with the customers are maintained by all the representatives.
• Handles any and all complaints in a courteous and efficient manner.
• Solicits customer feedback and regularly reports responses to supervisor.
• Reviews negative feedback or response promptly with the supervisor.
• Assists supervisor/manager in directing the daily activities of Customer Service Representatives (CSR).
• Coordinates daily work flow among all personnel.
• Assures that all shipments of product are handled on a timely basis.
• Ensures that inbound shipments are entered into the inventory in a timely, efficient manner.
• Ensures accurate customer invoicing is processed to include inbound recurring and EMO billing.
• Ensures accurate physical and cycle count inventories.
• Processes and releases adjustment orders.
• Resolves difficult customer problems.
• Maintains a good working relationship with customers.
• Reports all customer feedback and assists the other customer service reps in resolving customer problems.
• Provides training for new hires and provides input on performance levels of CSR I and II.
• Processes and inputs all customer orders timely and accurately.
• Generates coordinates requests made by customers with supervisors/managers and CSR's.
• Maintains complex metrics, records & reports as required.
• Ensures that inventory records are current and accurate.
• Prepares and maintains other records as required.
• Processes adjustments & produces invoices timely and accurately.
• Acts as liaison between warehouse personnel and customer.
• Resolves problems as they occur and ensures that accurate and complete information is conveyed to all concerned.
• Works with Administration to ensure proper supply levels are maintained.
• Audits productivity statistics of CSR's to ensure Company standards are maintained.
• Ensures filing system is kept current and complete.
• Assists in collection activities for past due accounts receivable.

Benefits

• PTO
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Support Activities for Transportation
• Education Level: No Education Listed