Customer Service Rep II

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.

Salary Range: $40,492 – $60,625

• Advanced Customer Support
  • Handle all responsibilities of a Customer Service Representative I.
  • Handle escalated customer inquiries and complaints with a high level of professionalism and empathy.
  • Provide advanced product or service information and troubleshooting assistance.
  • Be a 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 evaluate customer interactions to ensure adherence to company policies and service standards.
  • Provide constructive feedback to team members for continuous improvement.
• Reporting and Analysis
  • Generate and analyze 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.
  • Ability to give direction to warehouse operations team members.

• 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 an equivalent combination of education and experience.
• Experienced user of Microsoft Office, Excel, and Outlook.

• 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 schedules.
• Review and analyze data and information.
• Plan, prioritize, and monitor activities.
• Complete assigned tasks and projects in a timely manner.
• Comply with all company policies and procedures.

• Medical, dental, and vision insurance effective the first of the month following the start date.
• 401(k) with company match.
• Standard 10 days of PTO.
• Eligibility for bonus plan.
• 7 paid holidays.
• Eligibility for OT pay if applicable.
• Flexible Spending Accounts, life and accidental death & dismemberment insurance, short‑ and long‑term disability, tuition assistance program, commuter benefits, vacation, and much more.

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required. Yusen Logistics (Americas) Inc. is committed to 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.

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 a conditional offer and background check, if concerns arise directly related to the job, you will be given the chance to explain or contest the record.

Find out more at the Civil Rights Department Fair Chance Act webpage.