Senior Representative, Customer Service and Support (1st Shift) - Willoughby OH

APL Cargo•Willoughby, OH

51d•$22

About The Position

The Senior Representative, Customer Service is responsible for ensuring that customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost-effective manner. Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.

Requirements

Minimum 5 year of relevant work experience.
Able to guide and mentor junior colleagues for day-to-day operations
Provide On-the-Job training and engage cross-function stakeholders independently.
Possess strong problem-solving and communication skills.
Strong command of English language.

Responsibilities

Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.
For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers.
Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner.
Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met.
Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers' satisfaction.
Develop and maintain strong relationships with customers to promote repeating business and customer loyalty.
Work collaboratively with cross-functional teams to achieve common goals and objectives.
Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately.
Maintain and build strong relationships with vendors and suppliers.
Generate and analyze reports on order fulfillment metrics and identify areas for improvement.
Identify areas for improvements in current processes and provide suggestions for improvements.
Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency.
Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately.