APL Logistics Americas, Ltd Logistics Supervisor in Scottsdale, Arizona
The role of Supervisor is to support the ILS Associate Manager and provide local supervision within our Service Excellence Group (SEG). This person will liaise closely with customers/vendors along with the ILS Associate Manager to ensure compliance of logistics requirements to achieve high operations and customer service excellence. This role will be responsible for implementing and maintaining standard operating procedures, reporting and team training.
The supervisor role includes communication (internal and external), problem resolution, customer and team escalation point, account coverage and customer satisfaction amongst SEG customers and APLL support teams globally, which consist of offshore operations teams, service integrity, customer support counterparts, SEG management team, APLL account management teams, systems, operations and sales.
The Supervisor will collaborate with APL Logistics Customer Services Teams to ensure that local and overseas resources, issues and opportunities are elevated, prioritized and resolved.
The Supervisor will assist to implement and support:
Develop customer relationships
Assist in solution design as neededAccountabilities
Act in a team leadership capacity to coach and train operational team members
Provide problem resolution and customer satisfaction
Monitor team work bandwidth, back-up / training process
Measure and report performance against established quality and process indicators using KPIs.
Ongoing evaluation of service integrity and operations.
Support and maintain established customer or APLL program initiatives and procedures.
Monitor and manage continuous process improvement opportunities across multiple accounts and vendorsKey Results:
Know/Understand your team’s roles. Deliver value and process improvements
Meet customer requirements and processes
Effectively support team members allocations/capacity through weekly/monthly reviews and adjustments
Support analysis of desk assessments and daily monitoring of task completion
Bachelor’s Degree in Business or other related field or an equivalent combination of education and experience
Minimum 2 years working experience in Customer Service and/or Logistics/Freight Forwarding
Problem Solving; Analytical; Communications; Multi-task; Decision Making; Organization; Planning
Customer Focus – Achieving Company, department, and personal goals through a strong customer focus
Ability to work under pressure and meet deadlines
Time Management Skills
Teamwork – Showing a commitment to teamwork and collaboration
Respect – Extending dignity and respect to all people
Integrity – Fostering trust and a positive work environment
Innovation – bringing creativity to the workplace
English Required. Bilingual preferred.
Primary Location: US-AZ-Scottsdale
USA Scottsdale CSC - APLL(0306)
17600 N. Perimeter Drive, Suite # 150
Organization Region North America
Job Schedule Full-time
Job Type Standard
Req ID: 180000O8