Customer Service Rep II

Yusen Logistics Americas Inc.; Edison (NJ); On-site; USD 40,000 - 61,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with company match

Paid time off

Job summary

Yusen Logistics (Americas) Inc. in Edison, NJ is seeking a Customer Service Representative II to deliver advanced support, resolve complex issues, and serve as a primary escalation point for CSR I representatives.

You will handle multiple accounts and act as the main contact for customers. The role requires 2–3 years of related experience, proficiency with Microsoft Office, Excel, and Outlook, and a commitment to accurate data reporting and process improvement.

Qualifications

• Requires 2–3 years' experience in warehouse, customer service, logistics, terminal operations, or related field.
• Experienced user with Microsoft Office, Excel, and Outlook.

Responsibilities

• Advanced Customer Support: handle escalated inquiries, provide advanced product/service information, be main point of contact.
• Complex Issue Resolution: analyze and resolve issues, coordinate with cross-functional teams.
• Quality Assurance: monitor interactions, provide feedback for improvements.
• Reporting and Analysis: generate and analyze reports to track metrics and identify trends.
• Mentoring and Training: assist in training CSR I and guide warehouse operations team.

Skills

Customer service experience

Advanced communication

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Outlook

Job description

Customer Service Rep II

Location: US-NJ-Edison

Contract Type: Regular Full-Time

Overview

Salary Range: $40,492-$60,625

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

• Advanced Customer Support
  • Handling all responsibilities of a Customer Service Representative I
  • Handle excalated customer inquiries and complaints with a high level of professionalism and empathy.
  • Provide advanced product or service information and troubleshooting assistance.
  • Be an 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 evluate customer interactions to ensure adherenece to company policies and service standards
  • Provide constructive feedback to team members for continuous improvement
• Reporting and Analysis
  • Generate and analylze 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

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
• Eligble 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.

www.yusen-logistics.com/

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 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 Right's Department Fair Chance Act webpage.