APL Logistics Americas, Ltd Manager, Customer Support in Washington, West Virginia

Manager, Customer Support



The Customer Support Manager II supervises the activities of three (3) Operations Sr Coordinators on-site in Washington, WV. Operations Team Leader is responsible for the productivity, welfare, morale, and administrative management of their personnel. The position oversees the daily activities to insure that bookings are made correctly and in compliance, services provided are of the highest quality and that any problems are resolved expeditiously.


This position is responsible for, but not limited to, the following:

  • Management of the daily employee activities including workload, schedules, and coverage schemes where applicable for Operations. Ensuring Desk Manuals, processes and procedures are reviewed and updated on a quarterly basis.

  • Routing and Scheduling Freight

  • Develop and issue schedule metrics regarding productivity, savings and process compliance weekly, monthly. Identify areas to either streamline or automate KPI’s

  • Mentor and train Senior Coordinators in leadership and management.

  • Identify opportunities to develop and integrate through automation of DuPont and APLL process and procedural improvements. Assist in the identification of process improvement opportunities relating to DuPont Modal Teams. Document and communicate benefit. Outline and track ‘productivity improvements

  • Serving as backup to coordinators and perform other duties as assigned by the General Manager.

Key Results:

  • Carrier Compliance

  • Savings / Cost Avoidance

  • Shipment volumes and Refusals




  • College degree or equivalent education and experience

  • Minimum 5 years in shipping with operations and Network Management preferred and experience using mainframe application is required (CCMS, Etc).

  • Decision making, problem solving and strong analytical skills

  • Tolerance of Ambiguity and strong MS Office skills preferred

  • 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.

  • Customer Focus – achieving Company, department, and personal goals through a strong customer focus.

  • Should be fluent in English.

Job: Customer Service

Primary Location: US-WV-Washington

Work Locations

USA Washington - WV(4902)

8940 DuPont Road

APL Logistics c/o EXEL Warehouse


Organization Region North America

Job Schedule Full-time

Job Type Standard

Travel No

Req ID: 180000QX