Overview

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.
This position is responsible for all duties assigned to Customer Service Rep I, plus the following: Addresses higher level non-routine customer issues and requests. Backs up the Customer Service Rep I and III as necessary. Assists in coordinating even, daily work flow among all personnel. Assists in the training of new hires. May assist the Customer Service Representative I’s in resolving customer problems.

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.
Qualifications:
High School diploma or equivalent required; some college preferred
Minimum of two (2) years customer service, inventory control, or accounting experience required.
Knowledge of distribution and logistics preferred but not required


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