Representative, Customer Experience (1st Shift) - Remote

Overview:

The role of the Representative, Customer Experience, is to provide effective communication, problem resolution and customer service. The Representative works with ILS customers and APL Logistics support teams globally, which consist of ILS management, APL Logistics account management teams, systems, operations and sales. The Representative, will implement new procedures, assist in development of new programs, identify new business potentials for stronger business relationships between customers and APL Logistics and execute day-to-day activities for the movement of the cargo.

Responsibilities:

This position is responsible for facilitating the smooth flow of APLL operations and data including, but not limited to, the following:

• Creation and/or maintenance of customer Logistics Procedures (LP), User Guidelines (UI) and Desk Manual (DM) and responsible for the integrity of the information contained within the logistics documents.

• Facilitate the smooth flow of APLL operations and data. 

• Understand APLL’s services and coordinate shipments with global teams, shippers, carriers and consignee. 

• Articulate gaps in performance or capabilities between customer requirements and APLL service performance to all account stakeholders. 

• Proactively identify trends through data analysis.

• Provide analytics to improve processes for efficiencies.

• Design solutions for improved performance and automate processes where possible.

• Measure and report performance against established KPIs with ongoing evaluation of service integrity and operations.

• Support financial teams both domestically and overseas to ensure accounts are in good payment status.

• Escalate all legal, business or financial risk immediately, report issues with account status to the appropriate managers.

• Facilitate resolution of operational, customer service and systems issues in a timely manner.

• Lead calls with customer, vendor and/or global teams to build rapport, strengthen business relationships, and review processes. 

• Participate in the creation and delivery of professional presentations to customers with sales in regular business reviews (BRs).

• Responsible for meeting transportation and customer service requirements.

• Analyze training topics and communicate needs to the training team.

• Identify system concerns impacting APLL and its customers and report to appropriate teams.

• Active support for commercial team and during project implementations.

• Immediately report problems, operation issues or discrepancies to your manager and team members.

• Document issues and resolutions in Salesforce and share account status to your manager and team members during team meetings.

Key Results:

• Manage, communicate and resolve operational, process and systems issues to maintain customer satisfaction through the creation and maintenance of the LP.

• Proactively identify trends, process improvements and customer needs to propose and implement solutions.

• Establish, implement, maintain and manage origin and destination operations.

• Leads cross-functional support teams and dedicated customer support representatives to achieve customer business objectives.

Qualifications:

• Preferred 1-2 years of relevant international logistics/transportation or related field of experience required, including 1 year of experience involving direct customer interaction.
• Knowledge of international logistics operations and regulations.
• Transportation industry knowledge to include understanding of broker and import customs clearance regulations.
• Ability to quickly learn new systems and software.
• Excellent communication skills.
• Adaptable to change.
• Self-driven and motivated.
• Ability to work under pressure.
• Ability to travel up to 10% of the time.
• Ability to work flexible hours.
• Analytical and critical thinking skills.
• Be prepared to learn all aspects of the team’s work with desire and abi