Overview:
Under the direction of Associate Manager ILS, this position is responsible for the execution and management of all activities related to the delivery of International Logistics Services (ILS) business goals for APL Logistics. It is responsible to manage the business performance for and development of the following functional areas: Container Freight Station (CFS), Warehousing, Freight Forwarding that includes: Air/Ocean Consolidation; Land/Rail Transportation; Brokerage; Customer Service; Documentation; Pricing/Procurement and overall Operations. In addition, this position must act as the main liaison between APLL’s management team with other countries and the rest of the organization of APL Logistics in terms of people, processes, technology, financial, sales leads, service integrity, customer retention and other local duties as assigned. She/he must develop and maintain strong internal/external customer service to meet requirements.
Key Result Areas:
Service Integrity
Established and supervise monthly KPI’s :
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- POM’s
- Customer specific
Customer retention :
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- Create, update and follow LP & UI procedures
- Growth through service excellence
- SIO Program monthly results
- Communication +/both negative and positive customer value/service/enhancements
Supports implementation of projects, processes or systems
Project Plan:
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- Timely delivery of delegated and assigned task
- Participate in internal communication as needed
- Provide best practices
Makes decisions that impact local projects and work activities
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- Extracting data from existing operational and finance systems (ACS123, GFF, See Change, SO and Walker)
- Meets agreed time-lines
- 99% accuracy for data provided
Processes information based on established rules and procedures, has more operational focus
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- Extracting data from existing operational and finance systems (ACS123, GFF, See Change, SO and Walker)
- Established L/P/SOP & UI requirements and manuals
- Established operational KPI’s via our POM’s
- Established customer KPI’s
Leads team to effectively communicate and resolve operational, process and systems issues to maintain customer satisfaction while proactively identifies trends, process improvements and customer needs to propose and implement solutions
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- Document process improvement per quarter
Key Accountabilities:
- Lead people, process and technology to complete supply chain functions for various ILS customers as it relates to Customer Service, Operational, billing and Documentation services for the assigned account
- Maintains relationships and integrity for Global customers and internal CSR’s and Operations teams. Is the owner of Standard Operational Procedures per Customer
- Analyses information based on a combination of known rules and independent judgments
- Maintains appropriate relationship with external providers that support business needs
- Responds or acknowledges all requests within 24-hrs
- Participates in Customer weekly or monthly reviews
- Prepare Monthly & Quarterly KPI’s & Performance analysis
Qualifications
Qualifications:
Required Education
- High School Diploma
- Some years of University Studies in Business Administration or Foreign Trade
Experiences
- Minimum of 1-3 years in Logistics Industry
Skills Sets
- Ability to interact effectively with those at similar and higher levels.
- Demonstrates independence, self- discipline, teamwork and ability to work flexible hours and under pressure.
- Requires limited knowledge of the organization, products and or services. Service oriented and works independently
- Bilingual/Desired: English/Spanish with verbal and written skills
Language Skills
- English – Verbal & Written
- Spanish, a plus
The typical salary range for this position is: $53,200 – $72,363
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
• Company Bonus Plan
• 401(K) SAVE Plan
• Annual Fixed Contribution
• 9 paid holidays
• 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