OVERVIEW:
The Representative, Customer Experience Supports day-to-day program execution and improvement. Supports customer requests and related developments in processes. Raise issues with senior colleagues/ managers where necessary. The Representative owns and manages the customer account and the liaison between all business units and customer. Raise issues with senior colleagues/ managers where necessary. Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.
Responsibilities
RESPONSIBILITIES:
Program Support Customer Engagement
- Execute day-to-day tasks for customer programs to meet KPIs.
- Lead customer calls and provide tracker of ongoing tasks.
- Support ad-hoc customer queries.
- Support suggested process improvements, based on customer requests and ensure the improvement outcome is delivered.
- Identify potential issues and raise them with customers or manager to resolve them.
- Main Act as a point of contact for customers when they have specific queries or requests related to the program.
- Owner of communication for all assigned customers and responsible for working with teams to ensure tasks are closed timely.
- Maintain all SOP’s to include but not limited to Logistics Procedure manual and User Guide and ensure clear instructions are noted with most current customer requirements.
- Ensure to respond to queries from various stakeholders within Service level Agreement (SLA).
- Manage any other responsibilities as assigned by Supervisors/Managers.
Customer Needs/Experience Research Customer Experience
- Support regular business reviews with the customer by providing relevant data and information by understanding the data and ability to tell a story.
- Support and attend regular business reviews with key accounts.
- Communicate customer wants and needs with the wider team and manager to improve services.
- Provide excellent customer service at all times and address customer concerns in a professional manner and within the required Service Level Agreement.
- Continuously identify service gaps, give recommendations, and implement solutions to enhance customers’ experience.
- Develop and maintain strong relationships with internal and external customers to build partnership and enhance customer experience.
- Work collaboratively with cross-functional teams to achieve common goals and objectives.
Qualifications
EXPERIENCE:
General Experience
- Initial experience (min. 1 year) within KAM or Sales Support
- Preferred 2-3 years of transportation experience including 2 years direct customer interaction
- Familiar with PC Applications and MS Office
Candidates must be within 250 miles of an APL Logistics facility or office.
The typical starting salary range for this position is: $50,000- $60,000.
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
• 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.
Company
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.