APL Logistics

Senior Representative, Customer Service and Support

APL Logistics  •  Ho Chi Minh City (Onsite)  •  2 days ago
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Job Description

This position is responsible for delivering APLL commitment to customers, meeting day to day operations requirements of the customers. The position assists and supports customer service supervisor (CSS) in guiding customer service representatives (CSR) to achieve customer service excellence through defined and agreed processes.
He/she manages and implements Vendor Seminar Program (VSP) to ensure vendors understand and acknowledge customers’ requirements and standards. He/she also participates in implementation of Vendor Logistics Program through consultation to vendors to deepen business relationship, introduce APLL services to vendors and secure new business for APLL. The position assists customer service supervisor to onboard, coach and guide customer service representatives to be qualified to handle customers’ logistics requirements.

  • Execute established processes and audit measures to support and meet customers’ requirements at agreed level.
  • Execute and adhere to customers service requirements from LPs/FAPs to Bookings, Cargo movement, Data Transmission, Invoicing.
  • Problem Resolution – ensure issues are tackled immediately and escalate to customer service supervisor/manager when there are potential costs impact and service issues.
  • Review and propose processes which will help to achieve cost savings and ensure profitability
  • Monitor established processes and audit measures to support and meet customers’ requirements at agreed level.
  • Monitor and guide CSR to comply with customers’ and vendors’ requirements
  • Ensure periodic variances explanations for KPI performance measurement are provided in timely and accurate manner.
  • Periodic review of costs and revenue, and ensure APLL continues to make money in all service provided.
  • Continuously identify service gaps, make recommendations and implement solutions to enhance greater customers’ satisfaction.
  • Continuously intensify relationship with vendors and customers in order to maintain and protect company business.
  • Oversee and maintain team reports, ensure required reports / data are provided in timely and accurate manner.
  • Support CSS in managing carriers, forwarders, other service providers to ensure compliance to customers’ requirements.
  • Plan, schedule, coordinate and set priorities work for the team, ensure proper assignment and adequate manning of facilities.
  • Assist CSS in training CSR to meet the demands of customers in a professional manner.
  • Assist CSS to coordinate and manage customer service representatives when necessary
  • Support and develop Vendor Logistics Program with the aim of deepening business relationship and securing new businesses.
  • University Degree, preferably majoring in Economic, Foreign Trade, Supply Chain / Logistics or related majors.
  • Minimum 4 years working experience in the logistics environment or related industry.
  • Knowledge and experience in foreign trade, logistics management, warehousing and distribution and other supply chain-related services.
  • Customer oriented with the ability to establish strong relationships and interact effectively with customers at various levels and various characteristic.
  • Ability to effectively & efficiently adopt/adapt information technology and logistics solutions as an enabler to supply-chain processes.
  • Good analytical problem solving
  • Strong spoken and written communication skills
  • Team player with the ability to work independently under pressure and within deadlines.
  • Knowledge of Vietnam Landscapes is an advantage.
  • Strong / Potential Leadership, self-motivated and motivating others
APL Logistics

About APL Logistics

To stay ahead in today's global marketplace, your business needs a logistics partner that connects you to suppliers, vendors, and customers anywhere in the world – APL Logistics is that partner. Our operations span numerous continents, currencies, and customs – so your business grows even further.

APL Logistics designs and operates global supply chains that deliver products everywhere you need them. Our innovative end-to-end solutions use data connectivity for greater visibility and control. Providing the resources to support your supply chain, our services include:

- Supply chain design and engineering

- Shipment consolidation and deconsolidation

- Global freight forwarding and customs management

- Regional warehousing and distribution networks management

- IT solutions that increase supply chain performance within manageable costs

Today, APL Logistics is a globally recognized innovator in logistics and technology management. Our logistics professionals offer local expertise throughout our global network.

With over 20 million square feet of warehouse space, APL Logistics is the go-to global supply chain specialist for automotive, consumer, industrial, and retail companies.

APL Logistics offers the strength and experience our customers can rely on.

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Industry
Transportation & Logistics
Company Size
5,001-10,000 employees
Headquarters
Scottsdale, Arizona
Year Founded
Unknown
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