Associate Specialist, Service Quality

This position ensures efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role will work closely with APLL functional teams and will focus on implementation of new processes as well as analyzing current processes to identify and implement efficiency and service delivery opportunities including global profile administration and user access control.

Roles & Responsibilities* 

• Support process design of standard processes in cooperation with GBS Operations and SQ function.
• Monitor processes and KPI, suggest, test and implement improvements.
• Ensure deployment of defined processes (coordination with internal and potentially 3rd parties).
• Ensure proper documentation of all processes. 
• Act as a change management facilitator for implementations of new processes and applications.
• Support customer implementation projects.
• Coordination of project related tasks
• Creation, publication and updating of project plans including collection and delivery of regular implementation status
• Maintain & monitor list and status of ongoing project initiatives or tech enhancements with APLL organization
• Support User Acceptance Tests (UAT) including providing input / initiating APLL system enhancements
• Create and/or update user profiles in ACSr, GFF, LSS, SAP, or other relevant systems used within GBS site
• Monitor Acct Upd and Service Quality mailboxes and communicate relevant and appropriate updates to rest of GBS members

Qualification*

• Holder of University Degree in Logistics, English, Business mgmt. or related discipline

 

Requirements*

• 3-5 years’ experience in international logistics environment.  Experience in Process Improvement and/or other field relevant to APL Logistics is an advantage. 
• Broad and solid understanding of APLL operational activities supporting customer solutions and transactional business, and corresponding IT applications
• Good command of MS Office applications.
• Well-developed communication skills, excellent command of English language and language relevant to office of domicile, both orally and in writing.
• Passion for service excellence, innovative mindsets.
• Effective organizational & planning skills. 
• Ability to quickly assimilate how new or existing applications or functionality may be applied to improve or extend customer services.
• An analytical, methodical and logical approach to problem solving
• Strong interpersonal skills within a multi-cultural environment.
• Ability to prioritize and deliver.
• Strong attention to detail. 
• Solution focused on a global perspective
• Project and Change Management skills
• Be good at process documentation and creative thinking.

MAKING THE IMPOSSIBLE, POSSIBLE
APL Logistics provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets. These solutions include Order Management, Distribution & 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.  
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.