Representative, Customer Experience (1st Shift) - Remote

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  "location": {
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    "city": "Scottsdale",
    "region": "AZ",
    "country": "United States",
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  "remote_policy": "remote",
  "salary_period": "year",
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{
  "detail": {
    "Id": "4270",
    "Title": "Representative, Customer Experience  (1st Shift) - Remote",
    "media": [],
    "skills": [],
    "JobType": null,
    "Category": "Operations",
    "JobGrade": null,
    "JobLevel": null,
    "JobShift": null,
    "WorkDays": null,
    "WorkHours": null,
    "WorkYears": null,
    "Department": null,
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    "WorkMonths": null,
    "WorkerType": null,
    "GeographyId": 300000001421194,
    "JobFamilyId": 300000060879866,
    "JobFunction": "Customer Experience",
    "JobSchedule": "Full time",
    "BusinessUnit": null,
    "ContractType": null,
    "Organization": null,
    "TrendingFlag": true,
    "workLocation": [
      {
        "Country": "US",
        "Region1": "US",
        "Region2": "AZ",
        "Region3": null,
        "Building": null,
        "Latitude": "33.60835",
        "Longitude": "-111.88892",
        "LocationId": 300000005897784,
        "PostalCode": "85260",
        "TownOrCity": "Scottsdale",
        "AddressLine1": "14350 North 87th Street, Suite 350",
        "AddressLine2": null,
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "USA Scottsdale CSC - APLL"
      }
    ],
    "ContentLocale": "en",
    "HiringManager": null,
    "LegalEmployer": null,
    "RequisitionId": 300005821415386,
    "WorkplaceType": "Remote",
    "BusinessUnitId": 300000001394710,
    "OrganizationId": 1,
    "GeographyNodeId": 100001605557528,
    "JobFunctionCode": "CEA",
    "LegalEmployerId": 300000005884737,
    "PrimaryLocation": "Scottsdale, AZ, United States",
    "RequisitionType": "Professional",
    "NumberOfOpenings": null,
    "WorkplaceTypeCode": "ORA_REMOTE",
    "BeFirstToApplyFlag": false,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ExternalContactName": null,
    "ShortDescriptionStr": "Overview:\n\nThe role of the Representative, Customer Experience, is to provide effective communication, problem resolution and customer service. The Representative works with ILS customers and APL Logistics support teams globally, which consist of ILS management, APL Logistics account management teams, systems, operations and sales. The Representative, will implement new procedures, assist in development of new programs, identify new business potentials for stronger business relationships between customers and APL Logistics and execute day-to-day activities for the movement of the cargo.",
    "ExternalContactEmail": null,
    "ExternalPostedEndDate": "2026-08-14T05:00:00+00:00",
    "OtherRequisitionTitle": null,
    "requisitionFlexFields": [
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        "Value": "Global Ops Cust Svc ILS AMEM (L516)",
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    "ApplyWhenNotPostedFlag": null,
    "DomesticTravelRequired": null,
    "ExternalDescriptionStr": "<p style=\"background-color: white; line-height: normal; margin-bottom: 0in; vertical-align: bottom;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Overview:</strong></span></p><p style=\"background-color: white; line-height: normal; margin-bottom: 0in; vertical-align: bottom;\">&nbsp;</p><p><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 115%;\">The role of the&nbsp;<strong>Representative, Customer Experience,</strong> is to provide effective communication, problem resolution and customer service. The Representative works with ILS customers and APL Logistics support teams globally, which consist of ILS management, APL Logistics account management teams, systems, operations and sales. The Representative, will implement new procedures, assist in development of new programs, identify new business potentials for stronger business relationships between customers and APL Logistics and execute day-to-day activities for the movement of the cargo.</span></span></p>",
    "ObjectVerNumberProfile": "4",
    "PrimaryLocationCountry": "US",
    "CorporateDescriptionStr": "<div>\n <b>MAKING THE IMPOSSIBLE, POSSIBLE</b>\n</div>\n<div>\n <br/>\n</div>\n<div>\n APL Logistics provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets. These solutions include Order Management, Distribution &amp; Fulfillment, Customs Brokerage and Transportation products delivered across six regions. We also pioneered the use of visual data analysis and offer a robust Data Management and Analytics product suite to help you understand and solve complex problems that span systems and processes. Our brand was built alongside a culture of deep customer focus and attention, and we are known for providing flexible solutions to complex problems.&nbsp;&nbsp;\n</div>\n<div>\n <br/>\n</div>\n<div>\n <b>AT THE HEART OF OUR OFFERING IS A GLOBAL, CROSS-FUNCTIONAL ABILITY TO MANAGE CUSTOMER ORDERS FROM ORIGIN ALL THE WAY TO FINAL DESTINATION VIA A NETWORK OF GLOBAL PROFESSIONALS.</b>\n</div>\n<div><b><br/></b>\n</div>\n<div><b><br/></b>\n</div>\n<div>\n <p style=\"margin:0in;\"><b>EEO Statement for US- </b></p>\n <p style=\"margin:0in;\"><span><br/></span></p>\n <p style=\"margin:0in;\"><span>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 (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.</span></p><b></b>\n</div>",
    "ExternalPostedStartDate": "2026-05-14T15:16:24+00:00",
    "ExternalQualificationsStr": "<p style=\"background-color: white; line-height: normal; margin-bottom: 0in; vertical-align: bottom;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><strong>Qualifications:</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Preferred 1-2 years of relevant international logistics/transportation or related field of experience required, including 1 year of experience involving direct customer interaction.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Knowledge of international logistics operations and regulations.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Transportation industry knowledge to include understanding of broker and import customs clearance regulations.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to quickly learn new systems and software.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Excellent communication skills.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Adaptable to change.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Self-driven and motivated.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work under pressure.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to travel up to 10% of the time.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work flexible hours.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Analytical and critical thinking skills.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Be prepared to learn all aspects of the team’s work with desire and ability to provide cover and assistance on a regular basis.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to establish priorities and accomplish multiple tasks.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Must be organized.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Knowledge of MS Office, Outlook, PowerPoint, Excel with ability to create pivot tables, charts, graphs, perform v-lookups and other intermediate functions.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to interpret, manipulate and analyze large sets of data.</span></li></ul><p><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Additional Knowledge, Skills and Abilities:</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Knowledge of EDI basics.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Teamwork - showing a commitment to teamwork and collaboration.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work on own initiative and as part of a team.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work efficiently and accurately.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Respect - extending dignity and respect to all people.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Integrity - fostering trust and a positive work environment.</span></li><li style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Innovation - bringing creativity to the workplace.</span></li><li style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Customer focus with proactive attitude.</span></li></ul><p>&nbsp;</p><p><strong>Candidates must be within 250 miles of an APL Logistics facility or office.</strong><br>&nbsp;</p><p>The typical starting salary range for this position is: $42,000 - $60,000.</p><p>The actual salary offer will take into account multiple factors including skills, experience, and location. Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes bonus and benefits.&nbsp;</p><p><strong>Candidates are eligible for the following benefits:&nbsp;</strong><br>&nbsp;<br>• PTO&nbsp;<br>• 6 days sick time<br>• 9 paid holidays<br>• 1 paid \"Personal Holiday\"<br>• Company Bonus Plan<br>• 401(K) SAVE Plan<br>• Annual Fixed Contribution<br>• Medical, Dental, Vision, and Life &amp; Disability coverage<br>• Voluntary Benefits<br>• Accident/Critical Illness/Hospital Indemnity Benefits<br>• Tuition reimbursement and student loan assistance<br>• Employee Assistance Program (EAP)<br>• Health Savings Account (HSA) with employer funding and wellness incentives<br>• Flexible Spending Account (FSA)<br>• Employee Referral Program <strong>************************************************************************************</strong><br><strong>Work Location Requirement – APL Logistics</strong><br>Employees residing within 25 miles of an APL Logistics Hub Office (AZ, FL, MI, NC, OR) are required to follow a designated Hybrid schedule as described below: &nbsp;Fully on-site, or fully remote schedules are determined based on role and business needs.<br>•&nbsp;&nbsp;&nbsp;&nbsp;Hybrid employees must report to the office 8 days per month, scheduled by their supervisor.<br>•&nbsp;&nbsp;&nbsp;&nbsp;Warehouse roles are typically fully on-site.<br>•&nbsp;&nbsp;&nbsp;&nbsp;Candidates outside the 25-mile radius may be considered for fully remote roles, depending on business needs.<br>Remote work requires full compliance with company policies, including workspace standards, timekeeping, and communication protocols. Commuting costs are not reimbursed. &nbsp;Adherence to this policy is a condition of employment.</p>",
    "InternalQualificationsStr": "<p style=\"background-color: white; line-height: normal; margin-bottom: 0in; vertical-align: bottom;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><strong>Qualifications:</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Preferred 1-2 years of relevant international logistics/transportation or related field of experience required, including 1 year of experience involving direct customer interaction.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Knowledge of international logistics operations and regulations.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Transportation industry knowledge to include understanding of broker and import customs clearance regulations.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to quickly learn new systems and software.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Excellent communication skills.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Adaptable to change.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Self-driven and motivated.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work under pressure.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to travel up to 10% of the time.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work flexible hours.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Analytical and critical thinking skills.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Be prepared to learn all aspects of the team’s work with desire and ability to provide cover and assistance on a regular basis.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to establish priorities and accomplish multiple tasks.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Must be organized.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Knowledge of MS Office, Outlook, PowerPoint, Excel with ability to create pivot tables, charts, graphs, perform v-lookups and other intermediate functions.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to interpret, manipulate and analyze large sets of data.</span></li></ul><p><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Additional Knowledge, Skills and Abilities:</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Knowledge of EDI basics.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Teamwork - showing a commitment to teamwork and collaboration.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work on own initiative and as part of a team.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Ability to work efficiently and accurately.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Respect - extending dignity and respect to all people.</span></li><li style=\"background-color: white; color: black; line-height: normal; vertical-align: middle;\"><span style=\"font-family: Arial, sans-serif;\">Integrity - fostering trust and a positive work environment.</span></li><li style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Innovation - bringing creativity to the workplace.</span></li><li style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Customer focus with proactive attitude.</span></li></ul><p>&nbsp;</p><p><strong>Candidates must be within 250 miles of an APL Logistics facility or office.</strong><br>&nbsp;</p><p>The typical starting salary range for this position is: $42,000 - $60,000.</p><p>The actual salary offer will take into account multiple factors including skills, experience, and location. Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes bonus and benefits.&nbsp;</p><p><strong>Candidates are eligible for the following benefits:&nbsp;</strong><br>&nbsp;<br>• PTO&nbsp;<br>• 6 days sick time<br>• 9 paid holidays<br>• 1 paid \"Personal Holiday\"<br>• Company Bonus Plan<br>• 401(K) SAVE Plan<br>• Annual Fixed Contribution<br>• Medical, Dental, Vision, and Life &amp; Disability coverage<br>• Voluntary Benefits<br>• Accident/Critical Illness/Hospital Indemnity Benefits<br>• Tuition reimbursement and student loan assistance<br>• Employee Assistance Program (EAP)<br>• Health Savings Account (HSA) with employer funding and wellness incentives<br>• Flexible Spending Account (FSA)<br>• Employee Referral Program <strong>************************************************************************************</strong><br><strong>Work Location Requirement – APL Logistics</strong><br>Employees residing within 25 miles of an APL Logistics Hub Office (AZ, FL, MI, NC, OR) are required to follow a designated Hybrid schedule as described below: &nbsp;Fully on-site, or fully remote schedules are determined based on role and business needs.<br>•&nbsp;&nbsp;&nbsp;&nbsp;Hybrid employees must report to the office 8 days per month, scheduled by their supervisor.<br>•&nbsp;&nbsp;&nbsp;&nbsp;Warehouse roles are typically fully on-site.<br>•&nbsp;&nbsp;&nbsp;&nbsp;Candidates outside the 25-mile radius may be considered for fully remote roles, depending on business needs.<br>Remote work requires full compliance with company policies, including workspace standards, timekeeping, and communication protocols. Commuting costs are not reimbursed. &nbsp;Adherence to this policy is a condition of employment.</p>",
    "OrganizationDescriptionStr": "",
    "primaryLocationCoordinates": [
      {
        "Latitude": "33.494",
        "Longitude": "-111.92052",
        "CountryCode": "US",
        "GeographyId": 300000001421194,
        "GeographyNodeId": 100001605557528
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    "ExternalResponsibilitiesStr": "<p style=\"background-color: white; line-height: normal; margin-bottom: 9pt; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Responsibilities</strong>:</span></p><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">This position is responsible for facilitating the smooth flow of APLL operations and data including, but not limited to, the following:</span></p><ul style=\"list-style-type: disc;\"><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Creation and/or maintenance of customer Logistics Procedures (LP), User Guidelines (UI) and Desk Manual (DM) and responsible for the integrity of the information contained within the logistics documents.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Facilitate the smooth flow of APLL operations and data.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Understand APLL’s services and coordinate shipments with global teams, shippers, carriers and consignee.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Articulate gaps in performance or capabilities between customer requirements and APLL service performance to all account stakeholders.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Proactively identify trends through data analysis.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Provide analytics to improve processes for efficiencies.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Design solutions for improved performance and automate processes where possible.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Measure and report performance against established KPIs with ongoing evaluation of service integrity and operations.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Support financial teams both domestically and overseas to ensure accounts are in good payment status.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Escalate all legal, business or financial risk immediately, report issues with account status to the appropriate managers.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Facilitate resolution of operational, customer service and systems issues in a timely manner.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Lead calls with customer, vendor and/or global teams to build rapport, strengthen business relationships, and review processes.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Participate in the creation and delivery of professional presentations to customers with sales in regular business reviews (BRs).</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Responsible for meeting transportation and customer service requirements.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Analyze training topics and communicate needs to the training team.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Identify system concerns impacting APLL and its customers and report to appropriate teams.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Active support for commercial team and during project implementations.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Immediately report problems, operation issues or discrepancies to your manager and team members.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Document issues and resolutions in Salesforce and share account status to your manager and team members during team meetings.</span></p></li></ul><p style=\"background-color: white; line-height: normal; margin-bottom: 9pt; vertical-align: middle;\">&nbsp;</p><p style=\"background-color: white; line-height: normal; margin-bottom: 9pt; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Key Results:</strong></span></p><ul style=\"list-style-type: disc;\"><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Manage, communicate and resolve operational, process and systems issues to maintain customer satisfaction through the creation and maintenance of the LP.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Proactively identify trends, process improvements and customer needs to propose and implement solutions.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Establish, implement, maintain and manage origin and destination operations.</span></p></li><li><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 115%;\">Leads cross-functional support teams and dedicated customer support representatives to achieve customer business objectives.</span></span></li></ul>",
    "InternalResponsibilitiesStr": "<p style=\"background-color: white; line-height: normal; margin-bottom: 9pt; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Responsibilities</strong>:</span></p><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">This position is responsible for facilitating the smooth flow of APLL operations and data including, but not limited to, the following:</span></p><ul style=\"list-style-type: disc;\"><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Creation and/or maintenance of customer Logistics Procedures (LP), User Guidelines (UI) and Desk Manual (DM) and responsible for the integrity of the information contained within the logistics documents.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Facilitate the smooth flow of APLL operations and data.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Understand APLL’s services and coordinate shipments with global teams, shippers, carriers and consignee.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Articulate gaps in performance or capabilities between customer requirements and APLL service performance to all account stakeholders.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Proactively identify trends through data analysis.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Provide analytics to improve processes for efficiencies.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Design solutions for improved performance and automate processes where possible.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Measure and report performance against established KPIs with ongoing evaluation of service integrity and operations.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Support financial teams both domestically and overseas to ensure accounts are in good payment status.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Escalate all legal, business or financial risk immediately, report issues with account status to the appropriate managers.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Facilitate resolution of operational, customer service and systems issues in a timely manner.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Lead calls with customer, vendor and/or global teams to build rapport, strengthen business relationships, and review processes.&nbsp;</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Participate in the creation and delivery of professional presentations to customers with sales in regular business reviews (BRs).</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Responsible for meeting transportation and customer service requirements.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Analyze training topics and communicate needs to the training team.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Identify system concerns impacting APLL and its customers and report to appropriate teams.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Active support for commercial team and during project implementations.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Immediately report problems, operation issues or discrepancies to your manager and team members.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"color: black; font-family: Arial, sans-serif;\">Document issues and resolutions in Salesforce and share account status to your manager and team members during team meetings.</span></p></li></ul><p style=\"background-color: white; line-height: normal; margin-bottom: 9pt; vertical-align: middle;\">&nbsp;</p><p style=\"background-color: white; line-height: normal; margin-bottom: 9pt; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><strong>Key Results:</strong></span></p><ul style=\"list-style-type: disc;\"><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Manage, communicate and resolve operational, process and systems issues to maintain customer satisfaction through the creation and maintenance of the LP.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Proactively identify trends, process improvements and customer needs to propose and implement solutions.</span></p></li><li><p style=\"background-color: white; line-height: normal; vertical-align: middle;\"><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\">Establish, implement, maintain and manage origin and destination operations.</span></p></li><li><span style=\"background-color: white; color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 115%;\">Leads cross-functional support teams and dedicated customer support representatives to achieve customer business objectives.</span></span></li></ul>",
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    "ShortDescriptionStr": "Overview:\n\nThe role of the Representative, Customer Experience, is to provide effective communication, problem resolution and customer service. The Representative works with ILS customers and APL Logistics support teams globally, which consist of ILS management, APL Logistics account management teams, systems, operations and sales. The Representative, will implement new procedures, assist in development of new programs, identify new business potentials for stronger business relationships between customers and APL Logistics and execute day-to-day activities for the movement of the cargo.",
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