Lead Customer Service Coordinator

2 weeks ago

Farmington, Michigan, United States APL Logistics Full time

Job Title: Senior Customer Operations Representative

Position Overview:

This role serves as the primary operations liaison for our esteemed client, APL Logistics, focusing on the management of customer expectations and operational excellence. The Senior Customer Operations Representative is tasked with:

  • Operational Coordination: Acting as the senior point of contact for operational matters, ensuring that all customer needs are met with a higher level of expertise than entry-level coordinators.
  • Issue Management: Proactively identifying potential challenges and communicating them to management, along with viable solutions.
  • Training and Development: Mentoring new operations coordinators and addressing any training gaps within the team.

Key Responsibilities:

  • Multi-Account Support: Flexibly assisting with other customer accounts as required, maintaining the same level of operational efficiency.
  • Delivery Oversight: Ensuring that all deliveries to the assigned client are executed flawlessly and providing support for any related operational issues.
  • Training Initiatives: Conducting training sessions for new hires and existing team members to ensure all processes are understood and implemented effectively.
  • Documentation Audits: Performing daily checks on Proof of Deliveries and ensuring all necessary documentation is accurately processed within the operating system.
  • Tactical Problem Solving: Addressing delivery delays by coordinating with transportation partners to recover lost time and maintain service levels.
  • Effective Communication: Liaising with all relevant operational personnel to ensure that any delays are communicated promptly, including updated estimated times of arrival.

Additional Responsibilities:

This job description outlines the primary duties and responsibilities associated with this position. It is understood that additional tasks may be assigned as necessary.

Qualifications:

Education: High School Diploma required; a degree or certification in Logistics or Business is preferred.

Experience: 3-5 years in transportation or logistics, with a preference for candidates with intermodal operations experience.

Skills:

  • Proficient in Microsoft Office Suite.
  • Ability to manage multiple tasks efficiently.
  • Strong conflict resolution skills and the ability to foster collaborative discussions.
  • Excellent verbal and written communication skills, capable of engaging with a diverse audience.

Language Proficiency: Fluency in English is required; Spanish is a plus.

Core Competencies:

  • Customer Focus
  • Commitment to Excellence
  • Problem Solving and Decision Making
  • Team Collaboration
  • Effective Communication

Benefits:

  • Paid Time Off (PTO)
  • 401(K) Savings Plan
  • Annual Fixed Contribution
  • Paid Holidays
  • Comprehensive Medical, Dental, and Vision Coverage
  • Voluntary Benefits
  • Tuition Reimbursement and Student Loan Assistance
  • Employee Assistance Program (EAP)
  • Health Savings Account (HSA) with employer contributions
  • Flexible Spending Account (FSA)
  • Employee Referral Program

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