Global Logistics and Customer Experience Mana

AGC Chemical Americas•West Whiteland Township, PA

10d

About The Position

The Global Logistics & Customer Experience Manager is responsible for leading all logistics and customer service functions, including order management, customer relations, import and export compliance, domestic transportation, and warehousing for AGCCA business units. This role ensures efficient, compliant, and cost-effective day-to-day operations while delivering exceptional customer experience. The position drives continuous improvement, accountability, and operational excellence across the supply chain.

Requirements

Bachelor’s degree in supply chain management, logistics, business administration or related area.
Minimum 8 years of progressive experience in domestic and international logistics and customer service.
Demonstrated ability to operate independently in a global, fast-paced environment.
Strong written and verbal communication skills.
High level of self-management, initiative, and accountability
Proven people leadership experience, including developing and coaching direct reports.
Analytical, organized thinker with a continuous improvement mindset.
Proficiency with Microsoft Office, including advanced Excel skills; ERP experience preferred (Microsoft D365 a plus).
Must be able to remain in a stationary position for extended periods.
Needs to occasionally move about inside the office to access office machinery, accomplish tasks, or travel from one worksite to another.
Constantly operates a computer, keyboard, copier, printer, and other office productivity machinery.
Some travel (domestic and international) required.
No adverse environmental conditions expected.

Nice To Haves

Chemical Industry Experience is considered a plus.
US Customs Broker’s license is considered a plus.

Responsibilities

Leads, manages and develops team of professional associates.
Oversees all import and export shipments to ensure regulatory compliance and accurate reporting.
Oversees domestic transportation and third-party logistics (3PL) activities.
Develops and executes a comprehensive duty drawback and duty minimization strategy.
Serves as Export Administrator, overseeing AGCCA Export Compliance Program.
Monitors customs procedures to ensure compliance for all imported shipments.
Tracks and assesses changes in import/export regulations and recommends appropriate actions
Audits customs entries for proper tariff classification, valuation, relationship status, and duty assessment.
Educates associates on U.S. Customs and Export Compliance requirements to maintain Reasonable Care standards.
Oversees procurement and performance of logistics service providers, including brokers, forwarders, and carriers.
Supports supply chain strategy for expansion into emerging markets and advise business leaders accordingly
Partners with Commercial, Sales, and Marketing teams to improve delivery performance, warehouse efficiency, and customer satisfaction.
Champions a “perfect order” culture through process optimization, automation, and continuous improvement.
Manages company “on time delivery” metrics by monitoring and tracking late orders. Analyzes missed opportunities to drive to root cause and corrective actions.
Captures and shares Voice of Customer (VOC) insights to enhance internal customer touchpoints
Develops, tracks, and reports customer service KPIs aligned with company objectives.
Takes ownership of customer issues and ensures timely resolution
Stays current on industry trends and applies best practices to improve logistics and customer service operations.
Completes special assignments as requested by management.