Logistics Customer Experience Lead

APM Terminals; Charlotte (NC); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

APM Terminals is seeking a Logistics Specialist or Customer Experience Partner to drive industry-leading customer experience and support the setup of operations structure within the Vestas Control Tower program. You will monitor day-to-day operations and coordinate with Maersk client teams and external 3PLs to ensure KPIs are met.

The role requires strong relationship-building with clients and internal stakeholders, plus the ability to troubleshoot issues and lead the Global Service Centre staff

Qualifications

• Highschool diploma or equivalent required; BA/BS preferred.
• 3–5 years of SCM or shipping operations experience.
• Client management experience preferred.

Responsibilities

• Understand the supply chain of Maersk Client account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs.
• Builds and maintains long term relationship with customer, and internal operational and customer service network.
• Builds and maintains long term relationship with main 3PLs/2PLs like Ocean carriers, to work on constant improvements to the operation meeting the customer’s requirements.
• Builds and maintains long term relationship with internal stakeholders related to the account in other regions and with the Global account team (GPD, KCM and GCT).
• Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager and or KCM, where applicable.
• Act as team lead and escalation point for customer issues and questions
• Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
• Support the team with Fin OPs process knowledge to ensure the proper process is followed and GP is generated accordingly to what has been agreed for the account.
• Maintain IOPs, SOPs and KPIs in accordance with business changes
• Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
• Prepare and present KPIs and other program initiatives to internal Maersk stakeholders
• Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk
• Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model
• Investigate EDI failure and analyze inputs to determine where/why error occurred.
• Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance
• Setup checking mechanism on key operations elements and monitor exceptions to reduce the chance of service issues
• Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
• Performs other position related duties as specified by management

Skills

Maersk systems

Excellent written and verbal comms

Agile

Tech savvy

Troubleshooting/Problem-solving

Team leadership

Education

Highschool Diploma or Equivalent

BA/BS preferred

Tools

Maersk systems

MS Office

Job description

APM Terminals is seeking a Logistics Specialist or Customer Experience Partner to drive industry-leading customer experience and support the setup of operations structure within the Vestas Control Tower program. You will monitor day-to-day operations and coordinate with Maersk client teams and external 3PLs to ensure KPIs are met.

The role requires strong relationship-building with clients and internal stakeholders, plus the ability to troubleshoot issues and lead the Global Service Centre staff