Associate Representative, Customer Service and Support in Sydney

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.

• 1) 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; escalates 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 responsivities as assigned by Supervisors/Managers.
• 2) 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.
• 3) Insights and Reporting
• Generate and analyze reports to identify trends and improvement opportunities, and recommend process enhancements to improve efficiency and effectiveness.
• Work with Supervisor/Manager to execute initiatives to improve 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.

Experience

• Good command of English Language.
• Familiar with PC applications and MS Office tools.
• Strong analytical and data management skills.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data analysis functions.
• Knowledge of Power BI and/or Tableau for dashboard development and reporting.
• Working knowledge of SQL for data extraction, validation, and analysis.
• Strong Microsoft Power Point skills for developing business presentations and reporting materials.
• Experience in reporting, data visualization, and performance analytics will be an advantage.
• Hands-on experience using Cargo Wise for logistics, freight forwarding or supply chain operations is highly preferred.
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