Job Title: Customer Service Representative
Reports to: Customer Service Supervisor
Location: Itasca, IL

Position Summary:
This role serves as a liaison between various internal teams—including Billing, Commercial, Support, and Operations—and external customers to ensure all specifications and expectations are met. A key aspect of this position is timely and effective communication with both internal and external stakeholders regarding inquiries. This role is based onsite at the Itasca, IL location

Responsibilities:

Develop effective relationships with internal and external customers.
Act as a liaison to ensure all parties understand customer expectations, including SLAs, job requirements, schedule information, special instructions, delivery expectations, cost components, sell rates, and more.
Respond to and track all incoming customer inquiries/issues, taking ownership and ensuring timely resolution, especially for escalated issues.
Schedule necessary customer pick-ups through the dispatch department.
Analyze customer schedules to ensure alignment with expectations, collaborating with internal teams to provide alternative solutions when needed.
Participate in mentoring and job shadowing to stay updated on best practices and foster personal growth and development in the role.
Collaborate with peers to ensure optimal workload flow and coverage during absences.
Travel may be required.
Daily and weekend overtime may be necessary to manage escalated or high-visibility issues.
Meet all business unit and individual performance goals and metrics.
Demonstrate professional behavior at all times.
Perform additional duties as assigned.
Job Knowledge & Skills:

The duties and responsibilities described are the essential functions of the job. The qualifications below represent the required knowledge, skills, and abilities. Reasonable accommodations may be made for individuals with disabilities.

Bachelor’s degree in a related discipline with 3-5 years of relevant experience in international mail and parcel logistics, or equivalent work experience.
Ability to apply broad knowledge and experience when analyzing complex problems, consistently identifying critical elements, variables, and alternatives to develop effective solutions.
Proficient in organizing/prioritizing existing resources and incorporating new information to implement optimal solutions.
Communicate clearly and courteously with relevant stakeholders regarding decisions, actions, and problems.
Apply excellent business acumen and collaborative skills in problem-solving.
Proficiency in Microsoft Office (especially Excel), MAC, and other relevant technical tools.
Expertise in all applications used to complete work assignments, with the ability to mentor junior team members.
Exceptional communication skills, with the ability to articulate messages clearly and adjust communication style to match the audience.
Strong understanding of the organizational impact of messaging.
Ability to write with clarity and precision suitable for the work performed.
Physical requirements include standing/walking for extended periods, frequently pushing, pulling, bending, reaching, and lifting up to 49 pounds, with or without reasonable accommodation.
Additional job requirements may be listed on the staffing requisition.

EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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