Associate Representative, Customer Service and Support

2000 Sydney APL Logistics

Job Description

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.

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

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; escalated 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 qualified manner.
- Communicate effectively with customers to ensure that their orders are fulfilled to their

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