Job Description

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 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.

Additional Knowledge, Skills and Abilities:

• 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.

Candidates must be within 250 miles of an APL Logistics facility or office.

The typical starting salary range for this position is: $42,000 - $60,000.

The actual salary offer will take into account multiple factors including skills, experience, 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
• 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 ************************************************************************************
Work Location Requirement – APL Logistics
Employees residing within 25 miles of an APL Logistics Hub Office (AZ, FL, MI, NC, OR) are required to follow a designated Hybrid schedule as described below: Fully on-site, or fully remote schedules are determined based on role and business needs.
• Hybrid employees must report to the office 8 days per month, scheduled by their supervisor.
• Warehouse roles are typically fully on-site.
• Candidates outside the 25-mile radius may be considered for fully remote roles, depending on business needs.
Remote work requires full compliance with company policies, including workspace standards, timekeeping, and communication protocols. Commuting costs are not reimbursed. Adherence to this policy is a condition of employment.

MAKING THE IMPOSSIBLE, POSSIBLE

APL 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.