APL Logistics Americas, Ltd Manager, Customer Support in Farmington Hills, Michigan

Manager, Customer Support

Description

Overview:

Reporting to the Operations Manager and assist in managing day-to-day operations of planning and coordinating shipments, working with ship sites and carriers, overseeing an assigned team of Load Planners. Assist the Operations Manager in identifying opportunities for improvement. When Operations Manager is out, stands in to lead team. Help train and develop personnel to meet and exceed the customers’ expectations. Produce regular reports and KPI statistics as required. Ability and availability to work irregular or extended hours including nights, weekends and potentially holidays as needed by the customer. Occasional travel. (Note: external title – Assistant Operations Manager)

Reporting to the Operations Manager and assist in managing day-to-day operations of planning and coordinating shipments, working with ship sites and carriers, overseeing an assigned team of Load Planners. Assist the Operations Manager in identifying opportunities for improvement. When Operations Manager is out, stands in to lead team. Help train and develop personnel to meet and exceed the customers’ expectations. Produce regular reports and KPI statistics as required. Ability and availability to work irregular or extended hours including nights, weekends and potentially holidays as needed by the customer. Occasional travel. (Note: external title – Assistant Operations Manager)

Responsibilities:

KEY ACCOUNTABILITIES/JOB DUTIES

% OF TIME

Provide daily tactical guidance/support in day-to-day operations

30

Respond to customer inquiries (email, telephone, etc.)

30

Recommend process improvements, support project implementations

15

Lead the metric reporting to the customer and internally

15

Recommend, help implement process improvements

10

KEY ACCOUNTABILITIES/JOB DUTIES% OF TIMEProvide daily tactical guidance/support in day-to-day operations30Respond to customer inquiries (email, telephone, etc.)30Recommend process improvements, support project implementations15Lead the metric reporting to the customer and internally15Recommend, help implement process improvements10

Key Results:

Produce metrics for customer as agreed

Develop process improvements – internal & external benefits

Support operations

Produce metrics for customer as agreedDevelop process improvements – internal & external benefitsSupport operationsProduce metrics for customer as agreedDevelop process improvements – internal & external benefitsSupport operations

Qualifications

Qualifications:

Required Education

  • Preferred Bachelor's degree and/or relevant experience

Experiences

  • Prior 3PL or multi-modal transportation experience

  • Excellent, professional customer service skills, dealing with difficult customers

  • Strong working knowledge of TMS systems, OTM preferred.

  • Supervisory experience

Skill Sets

  • A demonstrated self-confident, outgoing, professional service-oriented demeanor with the ability to interact with customers face-to-face and via telephone with appropriate tone, diction and enthusiasm.

  • Intermediate to advanced PC workstation skills in Windows, Outlook mail, Excel and Word

  • Good oral/written communications skills

  • Knowledge of Dow business preferred.

  • Ability to work overtime as needed, including Saturdays/holidays on occasion, normal work hours are M-F 8:00am to 5:00pm.

  • Must be a team player, team leader, and excellent communicator

  • Some training or mentoring experience preferred.

Language Skills

  • English (required)

  • Spanish bi-lingual (beneficial)

Required EducationPreferred Bachelor's degree and/or relevant experienceExperiencesPrior 3PL or multi-modal transportation experienceExcellent, professional customer service skills, dealing with difficult customersStrong working knowledge of TMS systems, OTM preferred.Supervisory experienceSkill SetsA demonstrated self-confident, outgoing, professional service-oriented demeanor with the ability to interact with customers face-to-face and via telephone with appropriate tone, diction and enthusiasm.Intermediate to advanced PC workstation skills in Windows, Outlook mail, Excel and WordGood oral/written communications skillsKnowledge of Dow business preferred.Ability to work overtime as needed, including Saturdays/holidays on occasion, normal work hours are M-F 8:00am to 5:00pm.Must be a team player, team leader, and excellent communicatorSome training or mentoring experience preferred.Language SkillsEnglish (required)Spanish bi-lingual (beneficial)

Job: Customer Service

Primary Location: US-MI-Farmington Hills

Work Locations

USA Farmington Hills(2205)

34119 W 12 Mile Rd Suite 300

Farmington Hills,48331

Organization Region North America

Job Schedule Full-time

Job Type Standard

Travel No

Req ID: 180000Z2