Customer Service Rep II

Overview

Position Summary: 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.

Responsibilities

• Handle excalated customer inquiries and complaints with a high level of professionalism and empathy.
• Provide advanced product or service information and troubleshooting assistance.
• Collaborate with cross-functional teams when necessary to resolve complex customer issues.
• Monitor and evaluate customer interactions to ensure adherence to company policies and service standards.
• Generate and analyze reports to track customer service metrics and performance.
• Identify trends, areas for improvement, and opportunities for training using data.
• Aid in training and development of CSR I representatives, providing guidance and support.
• Maintain regular and punctual attendance, work cooperatively with others, interact appropriately, use a computer for tasks like email and reporting, review and analyze data, plan, prioritize, and monitor activities, complete assigned tasks/projects in a timely manner, and comply with all Company policies and procedures.

Qualifications

• 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 combination of education and experience required.
• Experienced user with Microsoft Office, Excel, and Outlook.

Benefits

• Medical, Dental, and Vision coverage starting the 1st of the month following start date.
• 401k with a company match.
• Standard 10 days PTO.
• Eligible for a bonus plan.
• 7 Paid Holidays.
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more.

About Yusen Logistics (Americas)

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers, and communities – through innovative supply chain management, freight forwarding, warehousing, and distribution services. As a company, we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected, and creative in making us the world’s preferred choice.

www.yusen-logistics.com/

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.

Los Angeles County Only: Yusen Logistics (Americas) Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Yusen Logistics (Americas) Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Find out more about the Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage.