Customer Service Rep III
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Description:
Under the direction of management, this position oversees the daily activities of the Customer Service Representatives. The CSR III assists the General Manager in assuring that customer satisfaction is maintained. Any customer and/or personnel problems or potential problems are brought to the attention of the GM. Within the scope of this position's responsibilities, the incumbent must apply the APL Logistics Continuous Improvement (ACI) Model for operational efficiency to improve business processes, increased proficiency and increase efficiency through waste elimination while at the same time, meeting the corporate values and objectives. This position leads the daily activities of the warehouse providing the highest customer service, working efficiency, safety and lowest operational costs. Providing leadership as well as motivating, training, and development of the team.
Accountabilities:
This position is responsible for, but not limited to, the following:
- 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.
- Back up to other leadership positions
- 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 warehouse personnel which includes but is not limited to:
- Scheduling of personnel, equipment utilization,
- 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.
- Coordinates requests made by customers with supervisors/managers and CSR's.
- Works with Administration to ensure proper supply levels are maintained.
- Audits productivity statistics of warehouse personnel to ensure Company standard are maintained.
- Trains new employees in proper procedures.
- Ensures filing system is kept current and complete.
- Performs other duties as assigned.
- Must comply with written policies as set forth in the dress code policy, attendance program and associate handbook
Qualifications:
Minimum Qualifications
- High School Diploma or equivalent GED preferred with some PC, college level courses preferred
- Three (3) years customer service or office/admin experience required with inventory control, or accounting experience required.
- Knowledge of distribution and logistics preferred but not required
Additional Knowledge, Skills & Abilities
- Must have good communication and interpersonal skills
- Must be proficient in data entry
- Spreadsheet skills preferred
- 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 and fitness for use
- 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.
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