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Customer Success Specialist

vor 2 Monaten

Hamburg, Hamburg, Deutschland APL Logistics Vollzeit
{"title": "Customer Success Specialist", "description": "

At APL Logistics, we're a company that focuses on connecting supply chains across Automotive, Consumer, Industrial, and Retail sectors, globally. Our business is dependent on our network of passionate colleagues, clients, and partners.

We inspire business, drive trade, and make life run more smoothly for everyone – including you. Our secret? Never thinking in terms of 'I' and 'You'. We work as one, and as one, we deliver.

We're looking for a new colleague to join our Program Management Team in the position of Customer Success Specialist.

Main Responsibilities:

  • Support and manage the development of projects, which will enable APLL to raise the efficiency of its services delivered to Key Accounts and Customer Service.
  • Be the primary customer contact for any daily process-related question, problem, or support.
  • Establish/ensure excellent customer care: continuous improvement of internal processes and reporting these to respective process owners.
  • Owning the Monitoring of regular KPI calls across origin and destination team to drive continuously service improvement and achieve excellent results.
  • Support training relevant APLL internal teams in customer-specific processes as per LP where needed.
  • Supporting Key Account Manager (KAM) in identifying opportunities for process improvement and sales opportunities.
  • Manage Forecasting and carrier Allocation management in close cooperation with product teams, origin teams, and customer.

Key areas of result:

  • Successful delivery against customer service level agreements (SLAs).
  • Delivery of the program in line with budget expectation.
  • Optimization and development of customer supply chain unlocking process and cost efficiencies.
  • Increase customer satisfaction scores in line with internal targets.
  • Successfully deliver key projects as assigned by the Team Manager.

What we're looking for:

  • Fluency in English is a must-have and German or Dutch would be desirable.
  • Expertise knowledge of Supply Chain Processes such as Freight Forwarding, Consolidation, Transportation, etc.
  • Customer Centric attitude and mindset.
  • Strong understanding of IT and supply chain data structures.
  • Excellent listening and communication skills. Capable of articulating issues and proposed solutions with both internal and external customers.
  • Strong analytical skills.
  • Ability to translate data into a story and solution.

We offer you:

  • Participation in our global Cash Bonus Plan.
  • Regular trainings and excellent development opportunities within APL Logistics globally.
  • Working in an open team with a supportive working atmosphere.
  • Various benefits for birthdays, marriage, childbirth, long service as appropriate.
  • Hybrid working model.
  • Local and regional activities focused on employee engagement throughout the year.
", "lang_code": "en-US"}