Representative II, Customer Service (CLS

Customer Service Representative II

Duties and Responsibilities of Job: JOB DESCRIPTION Overview: Customer Service Representative II is responsible for communications with customers in a professional, prompt, and effective manner which includes responding to inquiries, processing orders and handling complaints. The CSR II addresses higher level non-routine customer issues and requests.

Responsibilities 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.
• 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.
• Participates in the training of new hires. Provides training for new hires and provides input on performance levels of CSR I\'s. Assists with the Customer Service Rep III\'s duties.
• Process & input all customer orders. Generate all related paperwork and necessary information required for customer work orders, checking all orders for special requests and post-inventory records. Follows up with other departments to ensure the service standards are being met.
• Maintains metrics, records & reports as required. Ensures that inventory records are current and accurate. Prepares and maintains other records as required.
• Processes adjustments & produces invoices. Assures proper invoicing of accounts by verifying computer-generated invoices.
• Participates in Inventory Control. Arranges cycle counts and physical inventories and verifies quantities.
• 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.
• Must comply with written policies as set forth in the company Code of Conduct, Dress Code policy, Attendance program and associate handbook.

Qualifications: Minimum of two (2) years customer service, 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

The hourly wage for this position is $18.50. Candidates are eligible for the following benefits:

• 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