Associate Manager, International Logistics (ILS) (United States) (SEG) - Scottsdale AZ 2100008J
Scottsdale, United States


The role of Associate Manager II is to provide local leadership for ILS (International Logistics Services) Americas HQ office for – Customer Service, Logistic Analyst and operations resources. Leadership includes communication (internal and external), problem resolution, customer and team escalation point, account coverage and customer satisfaction among ILS customers (consolidation, de-consolidation, NVOCC, airfreight) and APLL support teams globally, which consist of offshore operations teams, service integrity, customer support counterparts in Costa Rica, ILS Management Team, APLL account management teams, systems, operations and sales. The Associate Manager II will collaborate with the ILS Service Excellence Management Team to ensure that local and overseas resources, issues and opportunities are elevated, prioritized and resolved. The Associate Manager II will implement new accounts, procedures, lead customer business reviews, develop customer relationships, assist in development of new programs, and establish new business potentials for stronger business relationships among internal and customer stakeholders. The supervisory scope of work required is in conjunction with traditional tactical production support work.


This position is responsible for, but not limited to, the following:

  • Act in a team leadership capacity to coach and train logistics analysts and operations team members
  • Provide problem resolution, customer satisfaction and identify potential business opportunities through regular contact with customers and their support teams
  • Measure and report performance against established quality and process indicators using KPIs, ongoing evaluation of service integrity and operations. Manage team work bandwidth, back-up / training process and skills assessment
  • Maintain, establish and implement SEG initiatives and procedures
  • Develop, monitor and manage continuously process improvement opportunities across multiple accounts and regions

Key Results:

  • Support local team with the guidance, resources and planning needed to help deliver Service Excellence customer objectives
  • Manage, communicate and resolve operational, process and systems issues in collaboration with other members of the Customer Service, Service Integrity, Account Management, IT and Sales teams
  • Proactively identify trends, process improvements and customer needs and propose and implement solutions
  • Establish, implement, maintain and manage operations
  • Manage APLL client-related projects coordinating cross-functional internal and external resources
  • Attract, retain, develop, and coach APLL workforce
  • Continuous Process Improvement to Support ELP Initiatives
  • Proactively develop and maintain customer relationships to meet and exceed customer expectations by providing a clear escalation path and assisting in issue management and resolution



  • Bachelor’s degree or equivalent combination of education and experience
  • Minimum 10 years of relevant transportation experience including 5 year experience involving direct customer interaction
  • Problem Solving
  • Analytical
  • Communications
  • Multi-task
  • Decision Making
  • Organization and Planning
  • Ability to work under pressure and meet deadlines
  • Time management skills
  • English Required

Additional Knowledge, Skills and Abilities

  • Bilingual preferred
  • Teamwork – showing a commitment to teamwork and collaboration
  • Respect – extending dignity and respect to all people
  • Integrity – fostering trust and a positive work environment
  • Innovation – bringing creativity to the workplace
  • Customer Focus – achieving Company, department, and personal goals through a strong customer focus

The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.