Associate Representative, Customer Service and Support
APL Logistics
Salary undisclosed
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Description
1) Operational
- Process and manage customer orders efficiently and accurately in accordance with established
procedures and protocols; and timeliness with high accuracy to meet customer expectations and
cost-effectiveness.
- Maintain accurate and up-to-date records of customer orders and communicate any changes
or issues to relevant stakeholders.
- Proactively address service issues with the respective stakeholders; escalate more complex
cases to more senior colleagues and Supervisor/Manager.
- Escalate non-conformance issues for interventions and corrections.
- Respond to queries from various stakeholders.
- Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking
issues to ensure timely delivery of orders.
- Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts'
updates.
- Any other responsivities as assigned by Supervisors/Managers.
2) Stakeholders Management
- Provide excellent customer service at all times and address any customer concerns or issues in a
timely and professional manner.
- Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction
and their expectations are met.
Continuously identify service gaps, give recommendations and implement solutions to enhance
greater customers’ satisfaction.
Develop and maintain strong relationships with customers to promote repeating business and
customer loyalty.
- Work collaboratively with cross-functional teams to achieve common goals and
objectives.
- Communicate effectively with internal and external stakeholders to ensure that customer orders are
fulfilled efficiently and accurately.
- Maintain and build strong relationships with vendors and suppliers.
3) Insights and Reporting
- Generate and analyze reports to identify trends and improvement opportunities, and recommend
process enhancements to improve efficiency and effectiveness.
- Work with Supervisor/Manager to execute initiatives to improve processes and increase efficiency.
- Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key
stakeholders; ensure periodic variances are explained and accounted for timely and accurately.
Qualifications
Experience
- Good command of English Language.
- Familiar with PC applications and MS Office tools.
- Strong analytical and data management skills.
- Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP, and data
analysis functions.
- Knowledge of Power BI and/or Tableau for dashboard development and reporting.
- Working knowledge of SQL for data extraction, validation, and analysis.
- Strong Microsoft PowerPoint skills for developing business presentations and reporting materials.
- Experience in reporting, data visualization, and performance analytics will be an advantage
- Hands-on experience using CargoWise for logistics, freight forwarding or supply chain operations is highly preferred.
About this role
APL Logistics is seeking an Associate Representative to join its Sydney customer service and support team in a full-time, in-office role that blends operational execution with analytical insight. You'll process and manage customer orders with precision, liaise with internal teams and external service providers to resolve logistics issues, and maintain the accurate records and documentation that keep operations running smoothly. This is hands-on work—escalating complex cases appropriately, responding to stakeholder queries, and proactively addressing service gaps as they arise.
Beyond day-to-day order management, you'll be expected to develop and maintain strong customer relationships, identify opportunities to enhance satisfaction, and collaborate across functions to meet shared goals. The role also has a reporting dimension: you'll generate performance metrics, analyze trends, and prepare data-driven insights for management presentations, which means strong skills in Excel (including Pivot Tables, Power Query, and XLOOKUP), Power BI or Tableau, and ideally SQL are essential. Hands-on experience with CargoWise logistics software is highly preferred.
This role suits someone with solid PC and MS Office proficiency, advanced data and analytical capabilities, and the ability to balance customer-facing communication with backend process improvement. You should be comfortable working in a structured environment, following established procedures, and contributing to continuous operational enhancement.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Associate Representative, Customer Service and Support postings in Sydney New South Wales, and analyze any offer before you accept it.
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