Overview:
This role provides daily management to the Control Tower team supporting not only the team but Customers, Senior Manager ILS/APLL Management and US Logistics Analyst if applicable. The role will monitor and manage day-to-day activities for relevant Customers subscribing to Control Tower Services. The role will liaise closely with customer, Logistics Analyst, and EDI/Applications Team to ensure compliance of logistics requirements to achieve high level operations and customer service excellence.
Responsibilities:
This position is responsible for, but not limited to, the following:
- Manage the Control Tower team enabling execution of day-to-day operational activities according to requirements and contractual agreements.
- Monitor and report on business KPI’s to obtain high customer satisfaction and identify any area of improvement.
- Identify recurring process failures /Data errors either input of data or receipt of other data.
- Ensure all customer enquiries and concerns are replied to promptly and professionally.
- Understanding of carrier EDI & APLL system to interpret and resolve discrepant data.
- Ability to use multiple APLL systems daily for tracking and updating milestones.
- Liaise with Customer and Logistics Analyst to assist delivery of global operational requirements.
- Communicating with customers according to guidelines established.
- Assist with creation of client SOP document and ensure this document is reviewed regularly, maintaining the most up to date Version via revisions and updates.
- Provide excellent customer service support by providing visibility of cargo agreed milestones throughout the supply chain and in line with the contract deliverables.
- Join calls when required with customer service team, building rapport with the customer/vendors to help strengthen our business relationship,
- Review processes and seek business opportunities. To improve the performance of the service provided and recommend review/changes where identified.
- Ensure all costs and revenue are accrued, billed for Control Tower clients when required.
- Report and review non-compliance with Senior Manager ensuring the Control Tower Representative is aware of the issue raised.
- Coordinate when required, with ILS Operations rep on specific milestones.
- Participate in Customer or APLL focused projects when required.
- Communicate system issues to relevant IT teams and ensure action is taken when required for resolution to any issues. Followed up with team on a timely basis to ensure focus is maintained on raised items.
- Propose new processes or procedures based on customer agreement with APLL and the current working within Control Tower.
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
- Strong organizational and planning skills.
- Ability to work well under pressure independently, perform and manage multiple tasks simultaneously and meet deadlines.
- Excellent interpersonal and communication skills.
- Advanced knowledge of Microsoft Suite Products (MS Word, EXCEL, etc.) and technically savvy.
- Problem Solving
- Analytical
- Communications
- Multi-task
- Innovation
- Integrity
- Customer focus
- Time management skills
- English Required
Additional Knowledge, Skills, & Abilities
- 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: $55,370 - $63,450.
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
