Associate Representative, Customer Service and Support

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.

MAKING THE IMPOSSIBLE, POSSIBLE

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.

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 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.

Minimum 1 year of relevant work experience. Good command of English Language. Familiar with PC
applications and MS Office tools.