Associate Representative, Customer Service and Support

APL Logistics; Sydney; On-site; AUD 65,000 - 85,000; Full time

Job summary

APL Logistics in Australia is seeking a logistics professional to ensure accurate order processing, maximize container loads, and timely fulfilment. You will collaborate with teams and vendors, manage records, and resolve service issues with a strong focus on compliance and cost efficiency.

The role emphasizes data analytics, dashboards, and reporting using Excel, Power BI/Tableau, and CargoWise, with a need for proactive stakeholder communication and process documentation.

Qualifications

• Good command of English Language.
• Familiar with PC applications and MS Office tools.
• Strong analytical and data management skills.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data analysis functions.
• Knowledge of Power BI and/or Tableau for dashboard development and reporting.
• Working knowledge of SQL for data extraction, validation, and analysis.
• Strong Microsoft PowerPoint skills for developing business presentations and reporting materials.
• Experience in reporting, data visualization, and performance analytics will be an advantage
• Hands-on experience using CargoWise for logistics, freight forwarding or supply chain operations is highly preferred.

Responsibilities

• Process and manage customer orders efficiently and accurately in accordance with procedures.
• Maintain accurate records of customer orders and communicate changes to stakeholders.
• Proactively address service issues and escalate complex cases to senior colleagues.
• Escalate non-conformance issues for interventions and corrections.
• Respond to queries from various stakeholders and cooperate with service providers to ensure timely delivery.
• Ensure processes are documented and SOPs reviewed after updates.
• Provide excellent customer service and address concerns promptly.
• Communicate effectively to ensure orders are fulfilled to satisfaction.
• Develop insights and reporting to identify service gaps and improvements.
• Develop and maintain strong relationships with customers and vendors.

Skills

Analytical thinking

Data management

English proficiency

MS Office proficiency

Excel advanced skills (Pivot Tables, P

PowerPoint skills

Critical thinking

Tools

Power BI

Tableau

SQL

CargoWise

Excel (Pivot Tables, Power Query, XLOOKUP)

Job description

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.

Responsibilities

• 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; elevate 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.
• 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.
• Insights and Reporting

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.

Experience

QUALIFICATIONS

• Good command of English Language.
• Familiar with PC applications and MS Office tools.
• Strong analytical and data management skills.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data analysis functions.
• Knowledge of Power BI and/or Tableau for dashboard development and reporting.
• Working knowledge of SQL for data extraction, validation, and analysis.
• Strong Microsoft PowerPoint skills for developing business presentations and reporting materials.
• Experience in reporting, data visualization, and performance analytics will be an advantage
• Hands-on experience using CargoWise for logistics, freight forwarding or supply chain operations is highly preferred.