APL Logistics Americas, Ltd Customer Service Rep II in Hai Phong, Vietnam

Customer Service Rep II


This position is responsible for delivering APLL commitment to key customers, meeting day to day operations requirements of the customers. He/she assists customer service supervisor for vendor seminar program (VSP) to ensure vendors understand and acknowledge customers’ requirement and standard. He/she also assists customer service supervisor for the implementation of Vendor Logistics Program through consultation to vendors to deepen business relationship and secure new business.

2.Key Result Areas
  • Meet and exceed customers agreed performance metrics in the least cost manners.

  • Evaluate, investigate and trouble shoot service issues in order to improve service delivery standards and minimize cost impacts.

  • Supervise and monitor rollout of account and process implementation/opportunities and provide feedbacks of its effectiveness.

  • Execute process improvements in order to enhance productivity, efficiency and overall compliance of customers’ requirements.

  • Assist in customer engagement meetings to promote APLL products and services.

  • Conduct periodic meetings with vendors to ensure customers’ requirements are understood and complied.


3.Key Accountabilities
  • Execute established processes and audit measures to support and meet customers’ requirements at agreed level.

  • Liaise with other functional/departmental supervisors/ managers so as to understand all necessary aspects and needs of operational development, and to ensure they are fully informed of customer services objectives, purposes and achievements.

  • Execute and adhere to customers service requirements from LPs/FAPs to Bookings, Cargo movement, Data Transmission, Invoicing.

  • Problem Resolution – ensure issues are tackled immediately and escalate to Customer Service Supervisor when there is potential cost impact.

  • Ensure periodic variances explanations are provided in timely and accurate manner.

  • Streamline processes to achieve cost savings and ensure profitability

  • Continuously intensify relationship in order to maintain and protect customers.

  • Periodic review of costs and revenue, conduct benchmarking exercises and ensure APLL continues to be competitive in the market place.

  • Continuously identify service gaps, make recommendations and implement solutions to enhance greater customers’ satisfaction.

  • Support and develop Vendor Logistics Program with the aim of deepening business relationship and securing new businesses.

  • Ensure management reports are timely and accurate. Generate sales leads to Global/Regional account management team for business opportunities.


  • University degree in Economics, Foreign Trade.

  • 2 years of experience in forwarding, logistics, import & export company.

  • Good at Internet, MS Office (Excel, Word, Power Point).

  • Have good Customer Service and Communications skills

  • Good at English (speaking & writing)

  • Knowledge and experience in logistics management, warehousing.

  • Can work under pressure.

Job: Customer Service

Primary Location: VN-VN-Hai Phong

Work Locations

VNM Hai Phong(SGN02)

Room No.: 401- 404, No. 3 Le Thanh Tong Street, May to Ward

Ngo Quyen District

Hai Phong

Organization Region South-East Asia

Job Schedule Full-time

Job Type Standard

Travel No

Req ID: 1800018J