Representative, Customer Service and Support (1st Shift) - Gardena CA

About the role

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.

Responsibilities

Operational

• 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.

Stakeholders Management

• 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.

Insights and Reporting

• 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.

Requirements

• Minimum 3 years of relevant work experience.

Pay

The hourly wage for this position is $23.00.

Schedule

Monday-Friday, 6:00 a.m. - 2:30 p.m. (1st shift)

Benefits

• Vacation: 6 days
• Sick time: 6 days
• 8 paid holidays
• 1 paid "Personal Holiday"
• Company Bonus Plan
• 401(K) SAVE Plan with annual fixed contribution
• Medical, Dental, Vision, and Life & Disability coverage
• Voluntary Benefits: Accident/Critical Illness/Hospital Indemnity
• 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

About Us

APL Logistics provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets. These solutions include Order Management, Distribution & Fulfillment, Customs Brokerage and Transportation products delivered across six regions. We also pioneered the use of visual data analysis and offer a robust Data Management and Analytics product suite to help you understand and solve complex problems that span systems and processes. Our brand was built alongside a culture of deep customer focus and attention, and we are known for providing flexible solutions to complex problems. At the heart of our offering is a global, cross-functional ability to manage customer orders from origin all the way to final destination via a network of global professionals.