Logistics Customer Service Representative

CTK USA INC; Ontario (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

CTK USA, Inc. is seeking a Logistics & Merchant Success Representative to oversee end-to-end client orders, inbound shipments, and warehouse operations within a fast-paced 3PL environment.

This role serves as the primary point of contact for clients, ensuring exceptional account management through proactive communication, orders tracking, issue resolution, and relationship building. Ideal candidates bring at least 3 years of 3PL and WMS experience, a strong logistics background, and outstanding

Qualifications

• 3+ years of 3PL and WMS experience.
• Strong logistics background with customer service or account management experience.
• Excellent organizational and communication skills.
• Fluent English; Korean is a plus but not required.

Responsibilities

• Coordinate end-to-end order fulfillment and inbound shipments.
• Monitor shipment milestones and update systems accurately.
• Arrange transportation logistics and trucking pickups.
• Collaborate with warehouse and operations teams.
• Resolve discrepancies and maintain customer communications.
• Develop SOPs and train new customers on systems.
• Handle high-volume communications via email, apps and calls.
• Deliver exceptional customer service to support retention.

Skills

Logistics experience

Customer service

Account management

Communication skills

Organizational skills

English proficiency

Korean (nice to have)

Tools

WMS

Job description

Job Summary

CTK USA, Inc. is seeking a Logistics & Merchant Success Representative to oversee end-to-end client orders, inbound shipments, and warehouse operations within a fast-paced 3PL environment. This role serves as the primary point of contact for clients, ensuring exceptional account management through proactive communication, orders tracking, issue resolution, and relationship building.

Key responsibilities include coordinatingorder fulfillment, monitoring shipment milestones, maintaining accurate system updates, arranging transportation logistics, collaborating with warehouse and operations teams, and resolving discrepancies. The position also involves developing standard operating procedures (SOPs), onboarding new customers, processing orders through warehouse management systems (WMS), managing high-volume communications, and delivering outstanding customer service to support long-term client satisfaction and retention.

The ideal candidate has at least3 years of 3PL and WMS experience, a strong logistics background, customer service or account management experience, excellent organizational and communication skills, and the ability to manage multiple priorities in a collaborative environment. Fluent English is required. Korean language proficiency is a plus but not required.

Experience

• Manage the end-to-end coordination of CTK USA, Inc., client orders, and inbound shipments overseeing the entire process until completion.
• Maintain effective and clear communications with original teams, and customers, providing them with detailed information, and updates.
• Implement meticulous monitoring of orders and inbound shipments, ensuring customers are consistently informed about the progress from beginning to end.
• Ensure accurate and timely milestone updates in our systems to facilitate timely file closure and invoicing without delays.
• Coordinate confirmations, arrange trucker pickups, and manage container gate-ins, all while adhering to set deadlines.
• Cultivate and nurture strong customer relationships, offering a top-notch customer service experience that aligns with our commitment to excellence.
• Collaborate closely with customers and operations to deliver innovative solutions and a superior level of customer service.
• Formulate and uphold standard operating procedures (SOPs) and training of systems for new customers.
• Fulfill any additional duties or responsibilities as assigned to contribute to the overall success of the team and organization.
• Manage a high volume of inbound/outbound, emails, messaging apps, and phone calls.
• Assist daily and communicate with warehouse operations as needed to include data entry, prepare labels, order processing systemically, trouble shooting.
• Collaborate with team members and superiors to ensure seamless workflow and timely completion of tasks.
• Document any discrepancies and communicate findings to the relevant parties for resolution.

Requirements

• English and Korean Fluency

Join us as we strive to enhance our customer experience through dedicated leadership and innovative strategies!

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• 3PL: 3 years (Required)
• Warehouse management system: 3 years (Required)

Work Location: In person