Responsibilities
- Customer Service Operations Management
- Establish internal operational standards for customer service operations in line with agreed customer Service Level Agreements and APLL Operational Excellence standards
- Drive work and resource allocation for various customer accounts based on volumes, seasonality and criticality of shipments
- Operational Excellence
- Engage local vendors, suppliers and other stakeholders to identify opportunities for resolving customer issues and/or adding value to customer service
- Participate in business reviews with customers to assess performance, deliver operational excellence and drive business growth
- Quality Management & Compliance
- Develop, implement and monitor ISO 9001 quality management system in terms of manuals, operation procedures, documents and standards
- Support internal and external audit processes and lead and close any audit issues identified
- Vendor Management
- Build relationships with local vendors and suppliers to drive improvements in customer service outcomes
- Manage costs arising out of vendor issues as per contractual agreements
- Collaborate with vendors and suppliers to drive greater process efficiencies through resolving process issues, optimizing workflows
- Commercial and Financial Support
- Develop and drive Vendor Logistics Program to identify and execute opportunities for local business growth
- Build upselling skills within customer services team through training and work assignments; motivate staff to achieve greater commercial outcomes through upselling.
- Relationship Management
- Build relationships and communication channels with key customer representatives to ensure collaboration, clarity of expectations and responsive and effective resolution of customer issues
- Build relationships with Buyers/KAM, Vendors, Carriers, nominated forwarders to enable Operational Excellence and drive volume growth
- Team and People Management
- Manage budgets, workforce size and allocation for the customer service team to ensure team is optimally staffed, including management of the resources including tackling staff performance issues and identification of training needs, reviewing productivity and local recruitment
- Lead goal setting, periodic performance feedback, and effective performance management and rewards for the team. Through an exemplary leadership, develop a culture of Accountability by setting and managing clear objectives and KPIs
Requirements
QUALIFICATIONS
- Minimum 8 to 10 years working experience in the logistics industry and proven track record in Customer Service/Operations, with in depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows, and a strong track record in managing large accounts (complex business rules) and engaging MNC stakeholders.
- Managerial Experience
- Experience leading Customer Service teams in the logistics sector.
- Track record in managing large accounts (complex business rules) and engaging MNC stakeholders.
- Highly data-driven and process-minded leader, who has led large teams.
- Able to articulate complex supply chain topics, meaningfully engage senior stakeholders and seek solutions in an ambiguous environment.
- Able to leverage technology or mobilize suitable stakeholders to implement solutions.
- Cross functional experience is highly preferred.
- International work experience is advantageous.
About Us
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. 
