Responsible for ensuring that customer orders are processed accurately and efficiently, container
n loads are maximized, and orders are fulfilled in a timely and cost-effective manner. Work
n collaboratively with other teams and stakeholders, including external vendors, to meet customer
n expectations and ensure compliance with regulatory requirements and company policies.
n
Responsibilities n
n
1) Operational
n - Process and manage customer orders efficiently and accurately in accordance with established
n procedures and protocols; and timeliness with high accuracy to meet customer expectations and
n cost-effectiveness.
n - Maintain accurate and up-to-date records of customer orders and communicate any changes
n or issues to relevant stakeholders.
n - Proactively address service issues with the respective stakeholders; escalate more complex
n cases to more senior colleagues and Supervisor/Manager.
n - Escalate non-conformance issues for interventions and corrections.
n - Respond to queries from various stakeholders.
n - Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking
n issues to ensure timely delivery of orders.
n - Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts'
n updates.
n - Any other responsivities as assigned by Supervisors/Managers.
n
2) Stakeholders Management
n - Provide excellent customer service at all times and address any customer concerns or issues in a
n timely and skilled manner.
n - Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction
n and their expectations are met.
n Continuously identify service gaps,
give recommendations and implement solutions to enhance
n greater customers' satisfaction.
n Develop and maintain strong relationships with customers to promote repeating business and
n customer loyalty.
n - Work collaboratively with cross-functional teams to achieve common goals and
n objectives.
n - Communicate effectively with internal and external stakeholders to ensure that customer orders are
n fulfilled efficiently and accurately.
n - Maintain and build strong relationships with vendors and suppliers.
n
3) Insights and Reporting
n - Generate and analyze reports to identify trends and improvement opportunities, and recommend
n process enhancements to improve efficiency and effectiveness.
n - Work with Supervisor/Manager to execute initiatives to improve processes and increase efficiency.
n - Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key
n stakeholders; ensure periodic variances are explained and accounted for timely and accurately.
n
Qualifications n
n
Experience
n - Good command of English Language.
n
- Familiar with PC applications and MS Office tools.
n
- Strong analytical and data management skills.
n
- Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data
n
analysis functions.
n
- Knowledge of Power BI and/or Tableau for dashboard development and reporting.
n
- Working knowledge of SQL for data extraction, validation, and analysis.
n
- Strong Microsoft PowerPoint skills for developing business presentations and reporting materials.
n
- Experience in reporting, data visualization, and performance analytics will be an advantage
n
- Hands-on experience using CargoWise for logistics, freight forwarding or supply chain operations is highly preferred.
n
📌 Associate Representative, Customer Service and Support (Sydney)
🏢 APL Logistics
📍 Sydney
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