The role of the Logistics Analyst is to provide effective communication, problem resolution and customer satisfaction between ILS customers and APLL support teams globally, which consist of offshore customer support counterparts in Costa Rica, ILS management, APLL account management teams, systems, operations and sales. The logistics analyst will implement new procedures, assist in development of new programs, and establish new business potentials for stronger business relationships between customers and APLL.
Key Result Areas
Manage, communicate and resolve operational, process and systems issues to maintain customer satisfaction.
Proactively identify trends, process improvements and customer needs and propose and implement solutions.
Establish, implement, maintain and manage operations
Lead cross-functional support teams and Costa Rica dedicated customer support reps to achieve customer business objectives.
Facilitate the smooth flow of APLL operations and data and articulate gaps in performance or capabilities between customer requirements and APLL data output.
Maintain, establish and implement new procedures
Provide problem resolution, customer satisfaction and identify potential business opportunities
Communicate and educate Costa Rica dedicated customer support reps on specific customer requirements, preferences and initiatives.
Understand APLL’s services and expedite product through the supply chain
Continuous evaluation of client facing work scope and activities to assure maximum value and resource efficiency for customer.
Measure and report performance against established quality and process indicators using KPIs, ongoing evaluation of service integrity and operations.
Bachelor's degree or an equivalent combination of education and experience.
2-3 years of relevant transportation experience including 2 years experience involving direct customer interaction. Additional Knowledge, Skills & Abilities
Transportation industry knowledge to include understanding of broker and customs clearance issues
APLL operations and Documentation
ACS123, SeeChange systems
Ability to quickly learn new systems and software
Knowledge and experience of databases; Excel Word and PowerPoint.
Working knowledge of EDI basics. Desired Competencies
Adaptive to Change
Organization and Planning
Customer focus APL and APL Logistics are part of the NOL Group. For more information, please visit our web sites, www.apl.com , www.apllogistics.com , and www.nolweb.com .
APL and APL LOGISTICS ARE EQUAL OPPORTUNITY EMPLOYERS
APL Logistics - 22 months ago