Senior Representative Customer Services and Support (CLS)

• Assists the supervisor/manager in assuring that good relations with the customers are maintained by all the representatives. Any and all complaints are handled in a courteous and efficient manner. Solicits customer feedback and regularly reports responses to supervisor. Negative feedback or response is promptly reviewed with the supervisor.
• Assists supervisor/manager in directing the daily activities of Customer Service Representatives (CSR) which includes but is not limited to:

• Coordinating even, daily work flow among all personnel.
• Assuring that all shipments of product are handled on a timely basis.
• Ensuring that inbound shipments are entered into the inventory in a timely, efficient manner.
• Ensuring accurate customer invoicing is processed to include inbound recurring and EMO billing.
• Ensuring accurate physical and cycle count inventories.
• Processing and releasing of 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
• Process & input all customer orders timely and accurately. Generate 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. Assures proper invoicing of accounts by verifying computer-generated invoices.
• 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 standard are maintained.
• Ensures filing system is kept current and complete.
• Assists in collection activities for past due accounts receivable.

• Apply the APL Logistics Continuous Improvement (ACI) Model for operational efficiency to improve business process, increase proficiency and increase efficiency through waste elimination
• Apply the 5S Lean methodology to sustain a safe, clean and orderly facility.
• Position requires the incumbent's performance to meet and occasionally exceed standards as set by the company for safety, quality, productivity and customer services.

• 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

• 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.

• 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

APL Logistics