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Position Summary

As a Customer Service Representative II, you will play a pivotal role in delivering exceptional customer experiences by providing advanced support, resolving complex issues, and serving as a point of escalation for CSR I representatives. Your responsibilities extend beyond basic customer interactions to encompass problem-solving, process improvement, and ensuring customer satisfaction through effective communication and engagement.

Responsibilities

Essential Duties and Responsibilities

- Advanced Customer Support
- Handling all responsibilities of a Customer Service Representative I
- Handle escalated customer inquiries and complaints with a high level of professionalism and empathy.
- Provide advanced product or service information and troubleshooting assistance.
- Be a 100% customer facing employee, often serving as a main point of contact
- Handle multiple customer accounts

• Complex Issue Resolution
• Analyze and resolve complex customer issues, collaborating with cross-functional teams when necessary

• Take ownership of customer problems and coordinate efforts for prompt resolution

• Quality Assurance

• Monitor and evaluate customer interactions to ensure adherence to company policies and service standards

• Provide constructive feedback to team members for continuous improvement

• Reporting and Analysis

• Generate and analyze reports to track customer service metrics and performance

• Utilize data to identify trends, areas for improvement, and opportunities for training

• Mentoring and Training

• Assist in training and development of CSR I
• Serve as a resource for team members, providing guidance and support
• Able to give direction to warehouse operations team members

Qualifications

- High school diploma or GED; additional education or certifications in customer service are beneficial
- 2 – 3 years’ experience in warehouse, customer service, logistics, terminal operations, or related field or equivalent combination of education and experience required
- Experienced user with Microsoft Office, Excel, and Outlook

Essential Job Functions

- Maintain regular and punctual attendance.
- Work cooperatively with others.
- Interact with employees and customers in an appropriate manner.
- Use a computer for tasks such as communicating via email and preparing reports and work schedule.
- Review and analyze data and information.
- Plan, prioritize and monitor activities.
- Complete assigned tasks/projects in a timely manner.
- Comply with all Company policies and procedures

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits

Yusen offers a generous Employee Benefits Package including:
- Medical, Dental, and Vision beginning the 1st of the month following start date
- 401k with a company match
- Standard 10 days PTO
- Eligible for bonus plan
- 7 Paid Holidays
- Eligible for OT pay if applicable
- Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas)

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.

Los Angeles County Only: Yusen Logistics (Americas) Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Yusen Logistics (Americas) Inc. is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department Fair Chance Act webpage.