Associate Representative, Customer Service and Support (1st Shift) - City of Industry CA

Now hiring: Warehouse Customer Service and Support Rep

Overview:

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.

• Pay: 21.50 per hour. Paid weekly.
• Work Schedule: 1st shift, Monday-Friday, 6:00 am - 2:45 pm.
• Must have 1 years relevant work experience: Must understand basic 3PL/Logistics/Warehouse processes, have excellent written and verbal communications skills, possess the ability to multi-task, and experience in Excel.

Responsibilities:

This position is responsible for:

Operational

• Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; and timeliness with high accuracy to meet customer expectations and cost-effectiveness.
• Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders.
• Proactively address service issues with the respective stakeholders; escalate more complex cases to more senior colleagues and Supervisor/Manager.
• Escalate non-conformance issues for interventions and corrections.
• Respond to queries from various stakeholders.
• Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking issues to ensure timely delivery of orders.
• Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts' updates.
• Any other responsibilities as assigned by Supervisors/Managers.

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.

Qualifications

General Experience

• Minimum 1 year of relevant work experience
• Good command of English language.
• Familiar with PC applications and Microsoft Office tools. Excel experience required.
• Familiar with distribution warehouse processes.

Managerial Experience

• Not applicable

The hourly wage for this position is $21.50.

Candidates are eligible for the following benefits:

• Vacation
• 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

APL Logistics EEO statement: The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employe