Manager, Customer Service and Support
Leads APLL's Customer Serviceoperations at the country level,responsible for delivering and executing APLL servicecommitments for the assigned Lineof Businesses (LOBs).
Customer Service OperationsManagement
Establish internal operational standardsfor customer service operations in line with agreed customer Service Level Agreementsand APLL Operational Excellence standards.
Drive work and resource allocation forvarious customer accounts based on volumes, seasonality and criticality ofshipments.
Manage peak/off peak resource allocation and drive inter-departmental workflow efficiencies.
Oversee shipment planning operationsacross various customer accounts by holding service teams accountable for keyoperational metrics and customer Service Level Agreements (SLAs).
Drive effective problem solving for major customerservice issues to ensure restoration of service levels and customersatisfaction.