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Logistics... Your Way
Customer Experience Representative
Location
Arizona
Posted
29 days ago
Salary
$42K - $60K / year
Seniority
Mid Level
Job Description
Customer Experience Representative
APL Logistics
• 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.
Job Requirements
- 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 ability to provide cover and assistance on a regular basis.
- Ability to establish priorities and accomplish multiple tasks.
- Must be organized.
- Knowledge of MS Office, Outlook, PowerPoint, Excel with ability to create pivot tables, charts, graphs, perform v-lookups and other intermediate functions.
- Ability to interpret, manipulate and analyze large sets of data.
- Knowledge of EDI basics.
- Teamwork - showing a commitment to teamwork and collaboration.
- Ability to work on own initiative and as part of a team.
- Ability to work efficiently and accurately.
- Respect - extending dignity and respect to all people.
- Integrity - fostering trust and a positive work environment.
- Innovation - bringing creativity to the workplace.
- Customer focus with proactive attitude.
Benefits
- PTO
- 6 days sick time
- 9 paid holidays
- 1 paid "Personal Holiday"
- Company Bonus Plan
- 401(K) SAVE Plan
- Annual Fixed Contribution
- 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
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