Representative, Customer Experience (1st Shift) - Remote

Job Description The Representative, Customer Experience supports day-to-day program execution and improvement, supports customer requests and related process developments, raises issues with senior colleagues and managers, owns and manages the customer account, serves as liaison between all business units and the customer, and collaborates with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.ResponsibilitiesExecute day-to-day tasks for customer programs to meet KPIs.Lead customer calls and provide a tracker of ongoing tasks.Support ad-hoc customer queries.Support suggested process improvements based on customer requests and ensure the improvement outcome is delivered.Identify potential issues and raise them with customers or manager to resolve them.Act as a point of contact for customers with specific queries or requests related to the program.Own communication for all assigned customers and work with teams to ensure tasks are closed in a timely manner.Maintain SOPs, including the Logistics Procedure manual and User Guide, ensuring clear instructions reflect the most current customer requirements.Respond to queries from various stakeholders within the Service Level Agreement (SLA).Manage any other responsibilities as assigned by Supervisors/Managers.Customer Needs/Experience ResearchSupport regular business reviews with the customer by providing relevant data and information, understanding the data and telling a story.Attend regular business reviews with key accounts.Communicate customer wants and needs with the wider team and manager to improve services.Provide excellent customer service at all times and address customer concerns professionally and within the required SLA.Continuously identify service gaps, give recommendations, and implement solutions to enhance the customer's experience.Develop and maintain strong relationships with internal and external customers to build partnership and enhance customer experience.Work collaboratively with cross‐functional teams to achieve common goals and objectives.QualificationsInitial experience (min. 1 year) within KAM or Sales Support.Preferred 2‐3 years of transportation experience including 2 years of direct customer interaction.Familiarity with PC applications and Microsoft Office.Candidates must be within 250 miles of an APL Logistics facility or office.Salary Typical starting salary range: $50,000 – $60,000. The actual offer will consider skills, experience, education, and location. Salary details represent base pay only; total compensation includes bonus and benefits.BenefitsPTO6 days sick time9 paid holidays1 paid "Personal Holiday"Company Bonus Plan401(k) SAVE PlanAnnual Fixed ContributionMedical, Dental, Vision, and Life & Disability coverageVoluntary BenefitsAccident/Critical Illness/Hospital Indemnity BenefitsTuition reimbursement and student loan assistanceEmployee Assistance Program (EAP)Health Savings Account (HSA) with employer funding and wellness incentivesFlexible Spending Account (FSA)Employee Referral ProgramWork Location Requirement – APL Logistics Employees residing within 25 miles of an APL Logistics Hub Office (AZ, FL, MI, NC, OR) must follow a designated hybrid schedule: fully on‐site or fully remote schedules are determined based on role and business needs.Hybrid employees must report to the office 8 days per month, scheduled by their supervisor.Warehouse roles are typically fully on‐site.Candidates outside the 25‐mile radius may be considered for fully remote roles, depending on business needs.Remote work requires full compliance with company policies, including workspace standards, timekeeping, and communication protocols. Commuting costs are not reimbursed. Adherence to this policy is a condition of employment.EEO Statement for US The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy, sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information, veteran status, physical or mental disability status or any other legally protected status.#J-18808-Ljbffr