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

- Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; ensure timeliness with high accuracy.
- Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders.
- Proactively address service issues with stakeholders; escalate more complex cases to 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.
- 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 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 solid relationships with vendors and suppliers.
- 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.

Qualifications

- Minimum 1 year of relevant work 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 PowerPoint skills for developing business presentations and reporting materials.
- Experience in reporting, data visualization, and performance analytics will be an advantage.

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📌 Associate Representative, Customer Service and Support (City of Sydney)
🏢 APL Logistics
📍 City of Sydney