Associate Representative, Customer Service and Support — Newington, Auburn Area

Description Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies. Responsibilities Operational For Associate Representative Level: - 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; escalate 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. Operational (Con't) For Representative/Senior Representative Levels: - Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary. - For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers. Stakeholders Management - Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner. - Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met. - Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers’ satisfaction. - Develop and maintain strong relationships with customers to promote repeating business and customer loyalty. - Work collaboratively with cross-functional teams to achieve common goals and objectives. - Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately. - Maintain and build strong relationships with vendors and suppliers. Insights and Reporting For Representative/Senior Representative Levels: - Generate and analyze reports on order fulfillment metrics and identify areas for improvement. - Identify areas for improvements in current processes and provide suggestions for improvements. - Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency. - Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately. Qualifications Associate role - Minimum 1 year of relevant work experience. Good command of English Language. Familiar with PC applications and MS Office tools.

Applications close Sunday, 25 May 2025
Take me to the job