Rep III, Customer Service (CLS) (1st Shift) - Bowling Green KY

Apl Logistics is seeking a Customer Service Representative III in Bowling Green, KY. This role involves managing customer inquiries, processing orders, handling complaints, and overseeing the customer service team. Responsibilities include coordinating workflows, maintaining metrics, training new hires, and ensuring customer satisfaction. The position requires three years of experience in customer service or inventory control and strong communication skills.
About the position

The Customer Service Representative III (CSR III) plays a crucial role in maintaining effective communication with customers, ensuring their inquiries are addressed promptly and professionally. This position not only involves responding to customer inquiries and processing orders but also includes handling complaints and overseeing the daily activities of Customer Service Representatives (CSRs) under the guidance of management. The CSR III is expected to apply the APL Logistics Continuous Improvement (ACI) Model to enhance operational efficiency, improve business processes, and eliminate waste while aligning with corporate values and objectives. In this role, the CSR III assists supervisors and managers in fostering good relationships with customers, ensuring that all complaints are managed courteously and efficiently. The CSR III is responsible for coordinating daily workflows among the customer service team, ensuring timely handling of product shipments, and accurate processing of customer orders and invoices. This position also involves maintaining complex metrics and records, providing training for new hires, and acting as a liaison between warehouse personnel and customers to resolve issues as they arise. The CSR III is expected to uphold high standards of performance in safety, quality, productivity, and customer service, applying methodologies such as the 5S Lean to maintain a clean and orderly work environment. This position requires a strong focus on customer satisfaction and the ability to make informed decisions based on past experiences and customer interactions.

Responsibilities
• Assist the supervisor/manager in maintaining good relations with customers by handling complaints efficiently.
,
• Solicit customer feedback and report responses to the supervisor.
,
• Direct the daily activities of Customer Service Representatives (CSR).
,
• Coordinate daily workflow among all personnel.
,
• Ensure timely handling of product shipments.
,
• Ensure inbound shipments are entered into inventory efficiently.
,
• Process accurate customer invoicing, including inbound recurring and EMO billing.
,
• Ensure accurate physical and cycle count inventories.
,
• Process and release adjustment orders.
,
• Resolve difficult customer problems and maintain good working relationships with customers.
,
• Provide training for new hires and input on performance levels of CSR I and II.
,
• Process and input all customer orders timely and accurately.
,
• Generate requests made by customers with supervisors/managers and CSRs.
,
• Maintain complex metrics, records, and reports as required.
,
• Process adjustments and produce invoices timely and accurately.
,
• Act as a liaison between warehouse personnel and customers to resolve problems.
,
• Work with Administration to maintain proper supply levels.
,
• Audit productivity statistics of CSRs to ensure company standards are met.
,
• Ensure filing system is current and complete.
,
• Assist in collection activities for past due accounts receivable.

Requirements
• High School Diploma or equivalent required.
,
• Minimum of three (3) years customer service or inventory control experience in the distribution and logistics industry.
,
• Good communication and interpersonal skills.
,
• Proficient in data entry and advanced spreadsheet skills.
,
• Elevated level of skills to manage and resolve EDI issues.
,
• Ability to read and comprehend basic instructions and interpret documents such as safety rules and procedures.
,
• Ability to write legibly and possess good math skills.
,
• Ability to make decisions on customer acceptance based on past experience.
,
• Above average verbal, writing, and grammar skills in English.
,
• Attention to detail for continuous mental and visual attention.
,
• Strong customer focus and professionalism.
,
• Ability to maintain confidentiality and work as a team player.

Nice-to-haves
• Some PC & college level courses preferred.
,
• Ability to adapt and respond to change.
,
• Action-oriented mindset.
,
• Commitment to teamwork and collaboration.
,
• Respect for all individuals.
,
• Integrity in fostering trust and a positive work environment.
,
• Innovation in bringing creativity to the workplace.

Benefits
• PTO
,
• 6 days sick time
,
• Company Bonus Plan
,
• 401(K) SAVE Plan
,
• Annual Fixed Contribution
,
• 8 paid holidays
,
• Medical, Dental, Vision, and Life & Disability coverage
,
• Voluntary Benefits
,
• Accident/Critical Illness/Hospital Indemnity Benefits
,
• Tuition reimbursement and student loan assistance
,
• Employee Assistance Program (EAP)
,
• Health Savings Account (HSA) with employer funding and wellness incentives
,
• Flexible Spending Account (FSA)
,
• Employee Referral Program