Assistant Manager, Customer Experience

Apm Terminals Elizabeth - Elizabeth, NJ

Full-time - Mid Level

Elizabeth, NJ

10,001+ employees

Support Activities for Transportation

About the position

The Assistant Manager, Customer Experience at APM Terminals is responsible for leading a team that provides post-onboarding customer services in a terminal environment. This role focuses on managing customer interactions, operational support, contract management, and strategic problem-solving to enhance customer satisfaction and retention. The Assistant Manager ensures the execution of business strategies while fostering a culture of excellence and collaboration within the team.

Responsibilities

• Manage all customer service channels (phone, email, chat, etc.), ensuring efficient and consistent customer engagement.
• Ensure a seamless customer experience by coordinating timely responses to inquiries and escalations.
• Monitor and analyze customer feedback and trends to improve service delivery.
• Provide operational support to ensure smooth day-to-day interactions and processes.
• Lead process improvement initiatives to increase efficiency and streamline workflows.
• Work closely with internal teams to resolve issues related to customer orders, shipments, and service performance.
• Oversee customer contracts post-onboarding, ensuring full support throughout the contract lifecycle.
• Resolve contract-related disputes efficiently, ensuring fair outcomes for all parties.
• Partner with legal and sales teams to ensure contract compliance and mitigate potential risks.
• Lead the team in identifying strategic solutions to complex customer issues.
• Engage in root cause analysis and develop action plans to prevent recurrence.
• Propose and implement innovative ideas for improving customer satisfaction and retention.
• Manage a team of customer experience professionals, including hiring, training, and day-to-day supervision.
• Conduct regular performance reviews, coaching, and mentoring to develop staff.
• Set team goals and KPIs aligned with business objectives and ensure timely task completion.
• Oversee pay reviews, employee development, and future career planning for team members.
• Assist in developing policies, procedures, and business plans to enhance the customer experience function.
• Contribute to long-term strategic planning by analyzing industry trends and business needs.
• Work collaboratively across departments to align operations with business objectives.

Requirements

• Proven experience in customer experience/service management, or related transportation industry field experience (5+ years preferred).
• Bachelor's degree in Business, Management, or a related field; advanced education or certifications in customer service is a plus.
• Prior experience in a leadership or management role (2+ years preferred).
• Strong knowledge of customer service channels, operational support, and contract management.
• Demonstrated ability to lead teams, mentor staff, and manage the employee lifecycle inclusive of supervising and working with unionized labor.
• Excellent problem-solving skills and the ability to resolve disputes effectively.
• Strong communication skills with the ability to engage with stakeholders at all levels.
• Ability to work independently within defined guidelines but seek support for more complex issues.

Nice-to-haves

• Advanced education or certifications in customer service.

Benefits

• Exciting global career opportunities.
• Working with a global team culture.
• Future growth opportunities in a significant industry impact.