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Senior Representative, Customer Service and Support (1st Shift) - Willoughby OH Job in Willoughby, Ohio US

Senior Representative, Customer Service and Support (1st Shift) - Willoughby OH

APL Logistics Americas - Willoughby, OH

Posted: 11/7/2025 - Expires: 12/7/2025

Job ID: 292853182

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Job Description

JOB DESCRIPTION

Overview:

The Senior Representative, Customer Service is 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.

RESPONSIBILITIES

Responsibilities:

Operational


* Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.
* For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers.
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.
Insights and Reporting


* Generate and analyze reports on order fulfillment metrics and identify areas for improvement.
* Identify areas for improvements in current processes and provide suggestions for improvements. Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency.
* Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately.

QUALIFICATIONS

Experience:

General Experience


* Minimum 5 year of relevant work experience.
* Able to guide and mentor junior colleagues for day-to-day operations
* Provide On-the-Job training and engage cross-function stakeholders independently.
* Possess strong problem-solving and communication skills.
* Strong command of English language.
Managerial Experience


* Not applicable
The hourly wage for this position is $22.00.

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

Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjQwNjU4LjEwNTA4QGFwcGxvZ2lzdGljc2NvbXAuYXBsaXRyYWsuY29t

Job Summary

Employment Type:
Full Time Employee
Job type:
Regular Employment
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
N/A
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 4
Graphic Literacy: 4

Workplace Documentation: 4