Representative, Customer Experience (1st Shift)

APL Logistics•Scottsdale, AZ

2d•$50,000 - $60,000•Hybrid

About The Position

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.

Requirements

General Experience
Initial experience (min. 1 year) within KAM or Sales Support
Familiar with PC Applications and MS Office
Candidates must be within 250 miles of an APL Logistics facility or office.

Nice To Haves

Preferred 2-3 years of transportation experience including 2 years direct customer interaction

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.
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.