DescriptionResponsible for ensuring that customer orders are processed accurately and efficiently, containerloads are maximized, and orders are fulfilled in a timely and cost-effective manner.
Workcollaboratively with other teams and stakeholders, including external vendors, to meet customerexpectations and ensure compliance with regulatory requirements and company policies.Responsibilities1) Operational- Process and manage customer orders efficiently and accurately in accordance with establishedprocedures and protocols; and timeliness with high accuracy to meet customer expectations andcost-effectiveness.
- Maintain accurate and up-to-date records of customer orders and communicate any changesor issues to relevant stakeholders.
- Proactively address service issues with the respective stakeholders; escalate more complexcases 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 truckingissues 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 atimely and qualified manner.
- Communicate effectively with customers to ensure that their orders are fulfilled to their satisfactionand their expectations are met.Continuously identify service gaps,



give recommendations and implement solutions to enhancegreater customers' satisfaction.Develop and maintain strong relationships with customers to promote repeating business andcustomer loyalty.
- Work collaboratively with cross-functional teams to achieve common goals andobjectives.
- Communicate effectively with internal and external stakeholders to ensure that customer orders arefulfilled 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 recommendprocess 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 keystakeholders; ensure periodic variances are explained and accounted for timely and accurately.
QualificationsExperience- 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 dataanalysis 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- Hands-on experience using CargoWise for logistics, freight forwarding or supply chain operations is highly preferred.

📌 Associate Representative, Customer Service And Support (Sydney)
🏢 APL Logistics
📍 Sydney