Job Description:

APL, one of the world's leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide and provides container transportation through an international shipping network which combines high-quality intermodal operations with advanced technology, equipment and e-commerce.

APL is part of the CMA CGM Group, a leading worldwide shipping & logistics group with headquarters in Marseilles, France.
The Group offers a complete range of activities including shipping, handling facilities in port as well as logistics on land.



Position Summary:



This position will be responsible for the day to day management and quality of the Military Customer Service Team. Duties include but are not limited providing a foundation of problem solving/process improvement skills, knowledge and expertise leading to a high level of customer service along with booking accuracy and KPI's. This position provides a team based support structure to meet these needs and serves to address the problem solving issues in Customer Service that may require management level interaction, interface with other departments, logistical analysis or empowerment/ authorization limits beyond that of the front line staff. This position works closely with the DC Trade and Operations teams and CMA CGM Operations and Service Delivery teams.



Essential Duties / Responsibilities:

• Quality assessment - Booking KPI's,
• Booking accuracy - Weekly Booking Audit
• Process Management - identify opportunities for process improvement by working with teams leads to ensure up to date processes are in place. Create and Maintain SOP's.
• BRT Filing - monitor BRT filings
• CSR Turn Time - to ensure emails/cases are actioned within 2 hours of case/email receipt
• Staff - technical support of processes and systems to front line staff (mentoring). Assist the team with complex inquiries that arise and resolve by using business experience, networking skills, teamwork, authority and communicate resolution to appropriate external customer.
• Communication - understand and communicate current market changes and conditions and impact to staff - to ensure emails/cases are actioned within 2 hours of case/email receipt
• Other duties as assigned

Knowledge, Skills, and Abilities Required:

• Shipping, Customer Service
• Action Oriented, Communicates Effectively, Collaboration, Customer Focus, Trustworthiness, Problem Resolution, Critical Thinking

Education and Experience Requirements:

• Bachelor's degree or equivalent combination of work experience and education

APL is an Equal Opportunity Employer/Minorities/Female/Disabled/Protected Veteran/Gender Identity/Sexual Orientation. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at Applicant_Assistance@apl.com.



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