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Customer Service job

APL LogisticsFarmington, MI
APL Logistics jobs

Company

Salary

Skills

Job Description

**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
Associated topics: call center, client, customer care, customer service, customer service representative, guest, phone call, representative, support specialist, trouble resolution
Estimated annual salary
$32,883
average
Minimum
$22,526
Maximum
$52,661

TASKS

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • SpeakingTalking to others to convey information effectively.
  • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

KNOWLEDGE

  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

APL Logistics

Type

Subsidiary

Size

Large

Location

34119 West 12 Mile Road # 300Farmington, MI, 48331and others

Industry

Household and Commercial Storage

Founded

1981

CEO

Beat Simon

Job Filters

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