Customer Experience Representative

APL Logistics

Representative managing customer experiences in logistics with international teams. Facilitating operations and resolving issues for APL Logistics customers.

Posted 5/15/2026full-timeRemote • Arizona • 🇺🇸 United StatesJuniorMid-Level💰 $42,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Facilitate the smooth flow of APLL operations and data.
Understand APLL’s services and coordinate shipments with global teams, shippers, carriers and consignee.
Articulate gaps in performance or capabilities between customer requirements and APLL service performance to all account stakeholders.
Proactively identify trends through data analysis.
Provide analytics to improve processes for efficiencies.
Design solutions for improved performance and automate processes where possible.
Measure and report performance against established KPIs with ongoing evaluation of service integrity and operations.
Support financial teams both domestically and overseas to ensure accounts are in good payment status.
Escalate all legal, business or financial risk immediately, report issues with account status to the appropriate managers.
Facilitate resolution of operational, customer service and systems issues in a timely manner.
Lead calls with customer, vendor and/or global teams to build rapport, strengthen business relationships, and review processes.
Participate in the creation and delivery of professional presentations to customers with sales in regular business reviews (BRs).
Responsible for meeting transportation and customer service requirements.
Analyze training topics and communicate needs to the training team.
Identify system concerns impacting APLL and its customers and report to appropriate teams.
Active support for commercial team and during project implementations.
Immediately report problems, operation issues or discrepancies to your manager and team members.
Document issues and resolutions in Salesforce and share account status to your manager and team members during team meetings.

Requirements

What you’ll need

Preferred 1-2 years of relevant international logistics/transportation or related field of experience required, including 1 year of experience involving direct customer interaction.
Knowledge of international logistics operations and regulations.
Transportation industry knowledge to include understanding of broker and import customs clearance regulations.
Ability to quickly learn new systems and software.
Excellent communication skills.
Adaptable to change.
Self-driven and motivated.
Ability to work under pressure.
Ability to travel up to 10% of the time.
Ability to work flexible hours.
Analytical and critical thinking skills.
Be prepared to learn all aspects of the team’s work with desire and ability to provide cover and assistance on a regular basis.
Ability to establish priorities and accomplish multiple tasks.
Must be organized.
Knowledge of MS Office, Outlook, PowerPoint, Excel with ability to create pivot tables, charts, graphs, perform v-lookups and other intermediate functions.
Ability to interpret, manipulate and analyze large sets of data.
Knowledge of EDI basics.
Teamwork - showing a commitment to teamwork and collaboration.
Ability to work on own initiative and as part of a team.
Ability to work efficiently and accurately.
Respect - extending dignity and respect to all people.
Integrity - fostering trust and a positive work environment.
Innovation - bringing creativity to the workplace.
Customer focus with proactive attitude.

Benefits

Comp & perks

PTO
6 days sick time
9 paid holidays
1 paid "Personal Holiday"
Company Bonus Plan
401(K) SAVE Plan
Annual Fixed Contribution
Medical, Dental, Vision, and Life & Disability coverage
Voluntary Benefits
Accident/Critical Illness/Hospital Indemnity Benefits
Tuition reimbursement and student loan assistance
Employee Assistance Program (EAP)
Health Savings Account (HSA) with employer funding and wellness incentives
Flexible Spending Account (FSA)
Employee Referral Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisKPI measurementlogistics proceduresuser guidelinesdesk manualtransportation regulationscustoms clearancedata manipulationMS OfficeEDI basics

Soft Skills

communication skillsadaptabilityself-motivationability to work under pressureanalytical thinkingorganizational skillsteamworkcustomer focusproblem-solvinginnovation