- Work with related teams and stakeholders to manage the customer's International Supply Chain.
- Ensure smooth execution of the end-to-end shipments by working closely with the customers, carriers, and vendors as well as internal stakeholders.
- Take ownership of the customer issues and solve them in an urgent and responsible manner.
- Handle the booking and planning process with vendors/
shippers (Vendor coordination)
- Handle query resolution with shippers/ customers/ Key
Account Managers. Ensure timely resolution and response to the customers.
- Responsible for cross-selling and up-selling, as well as customer retention targets.
- Record and report the performance of the designated Process or Services that help provide suitable recommendations on: Service delivery wins & Service failures
- Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
- Comply with customer SOPs and monitor respective KPIs
- Prepare reports assigned by the Manager
- Support CS Manager in leading and managing the Customer service team to focus on the key Customer Service Drivers: Easy to Do Business with, Timely Delivery of Documents; Pro-Active Notification; Exception Management; Efficient claim handling.
- Ensure service delivery is aligned with the agreed client SLA's.
- Having at least 04 years of experience in Supply Chain Management / Operation Management / Customer Experience or similar roles in the freight forwarding and logistics companies
- Having good experience managing the Operations / Customer service teams in the Logistics sector is a plus
- Good experience in Supply Chain Management (SCM) / end-to-end logistics products service delivery is a big plus
- Having a Bachelor's Degree, majoring in Logistics and Supply Chain Management is preferable
- Language proficiency: Professional communication in English is a must. Chinese communication skill is a very big plus.
- Have a Customer-centricity mindset with a continuous improvement approach
- Have excellent interpersonal and communication skills and analytical skills
- Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills
- Good analytical and problem-solving skills - the ability to look beyond the obvious and identify creative solutions
- Team player - Works together with others in the business unit to achieve results, fosters teamwork.
