Customer Service Rep II

Yusen Logistics Americas Inc.; Louisville (KY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401k with company match

Standard 10 days PTO

Eligible for bonus plan

7 Paid Holidays

OT pay if applicable

Flexible Spending Accounts

Job summary

Yusen Logistics Americas Inc. in Louisville, KY seeks a Customer Service Representative II to deliver advanced support, resolve complex issues, and mentor CSR I colleagues. The role emphasizes customer-facing service, process improvement, and effective communication to ensure satisfaction.

Qualifications include a high school diploma or GED and 2–3 years in related fields, plus proficiency with Office tools. Regular full-time work in a warehouse-forwarding environment with benefits is offered.

Qualifications

• High school diploma or GED; additional customer service education helpful.
• 2–3 years in warehouse, customer service, logistics, or related field or equivalent.
• Proficient with Microsoft Office, Excel and Outlook.

Responsibilities

• Provide advanced product or service information and troubleshooting.
• Serve as main contact and resolve complex customer inquiries with professionalism.
• Analyze and resolve complex issues with cross-functional teams.
• Monitor interactions to ensure policy adherence and quality.
• Generate reports to track service metrics and identify improvements.

Skills

Advanced Customer Support

Escalation handling

Cross-functional collaboration

Data reporting

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Outlook

Job description

Job Locations

US-KY-Louisville

Job Details

Job ID: 2026-6431

# of Openings: 1

Category: Customer Service/Client Support

Type: Regular Full-Time

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.

Essential Duties and 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 combincation 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

• 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

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.

Eligibility and Background Check

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.