Overview:
This role supports the Control Tower Supervisor/Manager and US Logistics Analyst if applicable, to execute day-to-day activities for relevant Customers subscribing to Control Tower Services. The person will liaises closely with customer, Logistics Analyst, and EDI/Applications Team to ensure compliance of logistics requirements to achieve high operations and customer service excellence.
Responsibilities:
This position is responsible for, but not limited to, the following:
- Execute day-to-day operational activities according to requirements and KPI’s to obtain high customer satisfaction.
- Identify recurring internal process failures/keying errors/problems.
- Review and resolve all customer's enquiries and concerns promptly and professionally.
- Understanding of carrier EDI & APLL system to interpret and resolve discrepant data.
- Ability to use multiple systems daily for tracking and updating milestones/events.
- Liaise with Customer and Logistics Analyst co-ordinate operational requirements occurring globally.
- Communicating to customers according to guidelines established.
- Manage daily relationships with suppliers contracted to meet the client requirements.
- Assist with maintaining documentation, i.e. SOP, Logistics plans.
- Provide excellent customer service support by providing visibility of cargo through the supply chain.
- Join calls with customer service team to customer/vendor to build rapport, strengthen business relationship, review process and seek business opportunities.
- Ensure all parties are informed of relevant operational costs and revenue incurred above the agreed contracted rates.
- Report and review non-compliance with Supervisor, Logistics Analyst, and Management levels.
- Coordinate, when required, with Logistics Analyst on specific milestones / operational events.
- Communicate system issues to Supervisor, VI/VA team, Applications Team, or EDI team.
- Assist in designing and implementation of new process/procedures based on improving the customer experience and their requirements.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business or other related field or an equivalent combination of education and experience.
- 2-3 years working experience in Customer Service and/or Logistics/Freight Forwarding
Additional Knowledge, Skills, & Abilities
- Possess Customer Service mindset and passion for service excellence.
- Ability to work well under pressure independently, perform and manage multiple tasks simultaneously and meet deadlines.
- Excellent interpersonal and communication skills.
- Strong organizational and planning skills.
- Advanced knowledge of Microsoft Suite Products (MS Word, EXCEL, etc.) and technically savvy.
- Teamwork - showing a commitment to teamwork and collaboration.
- Respect - extending dignity and respect to all people.
- Integrity - fostering trust and a positive work environment.
- Innovation - bringing creativity to the workplace.
- Customer Focus - achieving Company, department, and personal goals through a strong customer focus.
Candidates must be within 250 miles of an APL Logistics facility or office.
The typical starting salary range for this position is: $39,130 - $49,216.
The actual salary offer will take into account multiple factors including skills, experience, education and location. Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes bonus and benefits.
Candidates are eligible for the following benefits:
• PTO
• Company Bonus Plan
• 401(K) SAVE Plan
• Annual Fixed Contribution
• 9 paid holidays
• Medical, Dental, Vision, and Life & Disability coverage
• Voluntary Benefits
• Accident/Critical Illness/Hospital Indemnity Benefits
• Tuition reimbursement and student loan assistance
• Employee Assistance Program (EAP)
• Health Savings Account (HSA) with employer funding and wellness incentives
• Flexible Spending Account (FSA)
• Employee Referral Program
MAKING THE IMPOSSIBLE, POSSIBLEAPL Logistics provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets. These solutions include Order Management, Distribution & Fulfillment, Customs Brokerage and Transportation products delivered across six regions. We also pioneered the use of visual data analysis and offer a robust Data Management and Analytics product suite to help you understand and solve complex problems that span systems and processes. Our brand was built alongside a culture of deep customer focus and attention, and we are known for providing flexible solutions to complex problems.
AT THE HEART OF OUR OFFERING IS A GLOBAL, CROSS-FUNCTIONAL ABILITY TO MANAGE CUSTOMER ORDERS FROM ORIGIN ALL THE WAY TO FINAL DESTINATION VIA A NETWORK OF GLOBAL PROFESSIONALS.
EEO Statement for US-
The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.
United States
