Department: Logistics and Transportation, Type: Full Time
We are seeking a Parcel Solutions Liaison to join our rapidly growing team. The Parcel Solutions Liaison (PSL) is a customer-facing role, blending the roles of Customer Service Manager and Small Parcel Solutions, working to create and maintain a value-added partnership between our clients and their customers. The role reports to the Director of Transportation and is based on-site at the customer’s location. The PSL is focused on promoting operational performance excellence, ensuring ongoing services are provided to meet Transportation objectives, while working closely with the Customer Services functions to promote continuous business growth, ensuring overall customer satisfaction.
The PSL will function as the customer’s business partner, working closely with the customer to understand their business, effectively providing tactical and strategic counsel to ensure expectations are met and exceeded, and identifying and planning to leverage potential opportunities. The Parcel Solutions Liaison is responsible for exemplifying our company values and promoting the company culture.
Key Result Areas
Transportation Operations
- Responsible for successfully performing duties related to processing orders for outbound shipping for transportation clients.
- Apply expert-level proficiency in the use of Archway’s Cloud Suite Logistics Execution Platform (LEP), as well as any other customer-preferred transportation management systems.
- Diligently conduct rate shopping to ensure the best “portfolio” of pricing options.
- Responsible for booking shipments with the appropriate provider, per business rules set.
- Maintains constant awareness of order status, reporting potential/actual delivery delays to the leadership teams, supporting solutions to resolve delivery issues resulting in all deliveries arriving at the correct destinations, at the expected time.
- Conduct billing and reporting activities consistent with applicable billing and reporting SOPs.
- Address any shipping claims activity for late, lost, damaged, or other shipment complaints with the proper Carrier representative for appropriate escalation.
- Perform customer-facing account management contact activities, as needed.
- Drives achievement of established Service Level Agreement (SLA) metrics for internal and external customers.
- Continuously looks for any customer recommendations and independently identified opportunities related to projects, campaigns, and program execution and communicates to leadership.
- Identifies and manages customer update meetings, including recognizing and communicating actual or potential business health risks, and recommendations for necessary actions to achieve optimization.
- Ensure invoices reflect the current rate cards in the SOW.
Customer Services
- Collaborate with Customer partners to build & develop action plans, goals, and business strategies that ensure goals are met and exceeded.
- Manage weekly performance of all accounts through effective data analysis and communicate findings and solutions to customers and the Archway team.
- Monitor daily/weekly/monthly fulfillment performance, highlighting underperforming/over-performing.
- Continuously looks for and communicates any customer recommendations and independently identified opportunities related to projects, campaigns, and program execution to the appropriate teams.
- Actively initiates and leads communications with the proper teams, leading to the development of the “plan of action” described in the weekly update.
- Actively engages and collaborates with customer service operations, providing support to the customer.
- Identify new opportunities and communicate with the Sales team and Client Services Directors.
- Develop close working relationships with each customer partner applying the client's brand standard approach, working closely with customer partners to gain all reporting information & consumer insights possible that will help to shape the future of our business priorities and ensure customer success.
Requirements
- Bachelor's degree or equivalent in experience and evidence of exceptional ability.
- One to three years of experience working in the small parcel transportation field, whether at a carrier or with a shipper.
- Experienced with all aspects of logistics: dangerous goods/hazardous cargo, importing/exporting, customs clearance, and oversized cargo.
- Excellent analytical and judgment skills, with the ability to effectively communicate both written and verbally at all levels of the organization, and with external suppliers.
- Strong problem-solving skills regarding analytics and exception handling.
- Ability to work independently in a fast-paced environment, prioritize appropriately, and handle multiple tasks and projects simultaneously with various cross-functional teams.
- Excellent written and verbal communication skills.
- Advanced Level in MS Office 365 (focus on Excel and PowerPoint).
- Ability to travel when required.
Advatix, Inc. is one of the world’s leading providers of e-commerce Supply Chain and Logistics Consulting Services and Solutions that enable its clients to transform their operations for speed, service, and cost of fulfillment and delivery of goods and services. We are committed to an inclusive workplace that
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