Associate Representative, Customer Service and Support

5 months ago

Chennai, India APL Logistics Full time

Responsibilities

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 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 responsivities as assigned by Supervisors/Managers.

Stakeholder 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.

Education

Bachelor’s degree or equivalent. 

Experience

Associate role - Minimum 5 years of relevant work experience. Good command of English Language. Familiar with PC applications and MS Office tools.

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