Senior Customer Support & Escalation Specialist

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

Job summary

Yusen Logistics Americas Inc. is seeking a Customer Service Representative II in Compton, CA. The role focuses on delivering advanced customer support, resolving complex issues, and acting as a key escalation point for CSR I representatives in a regular full-time capacity.

The position emphasizes problem-solving, process improvement, and ensuring customer satisfaction through clear communication and engagement with customers and internal teams.

Qualifications

• High school diploma or GED required; additional education or certifications in customer service are beneficial.
• 2-3 years' experience in warehouse, customer service, logistics, terminal operations, or related field.
• Proficient with Microsoft Office, Excel, and Outlook.

Responsibilities

• Advanced Customer Support: handle escalated inquiries with professionalism and empathy.
• Complex Issue Resolution: analyze and resolve issues with cross-functional teams when necessary.
• Quality Assurance: monitor interactions for policy and service standard adherence; provide feedback for improvement.
• Reporting and Analysis: generate reports to track service metrics and identify trends.

Job description

Yusen Logistics Americas Inc. is seeking a Customer Service Representative II in Compton, CA. The role focuses on delivering advanced customer support, resolving complex issues, and acting as a key escalation point for CSR I representatives in a regular full-time capacity.

The position emphasizes problem-solving, process improvement, and ensuring customer satisfaction through clear communication and engagement with customers and internal teams.