Country Customer Experience (CX) Executive/ Manager - Vietnam

PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide.
We are a team that celebrates our unique diversity and close-knit community atmosphere. Our core values begin at the very top and span the broad reach of our global community.
We offer dynamic careers for those individuals looking to be a part of something bigger and pro-vide unequivocal opportunities for growth within the organization.
PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.
Responsibilities
• Team & Responsibilities:
o Key task is to manage existing global sales customers, as our experience indicates this is the optimal number. Once a customer is onboarded under CX, it's vital to act as single point of contact across all touchpoints.
o The sales account owner remains in contact as usual, and CX coordinates closely with sales team. We guide the customer to understand that the Customer Experience team will support them across every interaction, providing regular updates, visiting when needed, facilitating requests, and collecting feedback to enhance their experience with PSA BDP.
• Authority & Involvement:
o Each CX team member has the authority to visit customers, engage in operations, and manage requests directly, always ensuring no competition or conflict with the sales team.
o This enables us to provide a "hyper care" service, fully connecting the customer with PSA BDP.
• KPIs: Profitability:
o Measuring profitability by reviewing monthly reports across all products for each customer and comparing them with the previous six months. Our target is a minimum 10% increase. Reports are provided by Finance and reviewed internally before sharing with management.
• Support and develop new sales prospects and act as sales contact in Vietnam:
o Active exchange and work on sales leads from network.
o Work closely with country and product team to offer best solution and quote to customer.
o Create pipeline and target to onboard new business.