Customer Service Manager (Focus on Ocean Freight)

Mô tả Công việc
- Lead the Customer service team for Sea freight - Key Account
- Liaise with customers on the standard operating procedures
- Prepare and manage customer key operation performance reports
- Promptly handle customers / team escalations
- To implement corrective actions and preventive measures for immediate service recovery
- To co-ordinate with Ocean carriers for bookings / uplift upon escalation from team
- Review the profit & loss of each shipment
- Review & approve changes of work processes before escalation to line Manager
- Conduct recruitment exercise for officer / executive position when needed
- Provide related training to new staff assign to the team
- Joint customer visit to resolved operations issue when necessary