Service Quality Manager

This position directs and supports process strategy, and is a process architect, process engineer, educator, coach, and auditor. The work ranges from consulting with internal and external customers, service delivery teams, and management to assess the current environment, systems, processes, and culture to formulate strategic process plans to help the region achieve performance excellence; designing detailed and systemic implementation plans, solutions, and executing them according to agreed objectives; and delivering customized education, quality control programs to foster ownership, leadership, proficiency, collaboration, and teamwork and to secure the agreed performance results and strengthen customer relationships. This is a proactive position whose success depends on forward-thinking opportunities and solutions to differentiate APL Logistics in the 3PL industry. Leadership includes communication (internal and external), problem resolution, customer and team escalation, point, account coverage and customer satisfaction across global products, which consist of offshore operations teams, service integrity, customer support, management team, APLL account management teams, systems, operations and sales. The Manager will implement new accounts, new system and procedures, lead customer business reviews, develop customer relationships, assist in the development of new programs, and establish new business potentials for stronger business relationships among internal and customer stakeholders.

ROLES & RESPONSIBILITIES

• Manage APLL client-related projects , coordinating cross-functional internal and external resources.
• Meet customer shipment delivery expectations by following department SOPs , milestones, and KPIs .
• Record and verify financial transactions .
• Manage internal stakeholders to ensure projects are completed on time .
• Customer Service
• Support local teams with guidance and planning for Service Excellence objectives.
• Identify trends , process improvements , and customer needs .
• Propose and implement solutions to improve customer retention .
• Actively support customer acquisition processes.
• Sustain a differentiated, quality service culture .
• Operations
• Manage and optimize resources effectively.
• Collaborate to communicate and resolve operational, process, and systems issues .
• Establish, implement, and maintain operations for continuous improvement .
• Conduct internal service delivery audits and initiate quality improvement programs .
• Coordinate regional programs to achieve service excellence objectives.
• Provide troubleshooting and ad-hoc regional support .

REQUIREMENTS:

Experience:

• 6+ years of relevant experience.

Leadership:

• Proven leadership and team management skills.
• Experience mentoring and coaching.
• Experience with OMS (Order Management Service) , IFS (International Forwarding Service) , CLS (Contract Logistics Service) , TMS (Transportation Management Service) .

Skills

• Stakeholder Management: strong ability to manage relationships across stakeholders.
• Technical: proficient in Excel and Power BI .
• Interpersonal: strong communication; people-oriented approach.
• Ability to quickly define and resolve problems .
• Skilled at multi-tasking across dynamic, complex projects.
• Strong communication to bridge all hierarchy levels (written and oral).
• Goal-oriented with financial acumen (budgets, planning, P&L , margins).