Operation Manager

1. Build the plans and strategies of Customer Service & Pricing
• Develop and implement short-term and long-term strategies and plans for CS & Pricing department to improve service quality.
• Manage overall customer service operation, service quality and management resources of customer relationship.
• Manage the performance of Customer Service in charge of import and export goods and domestic Customer Service in compliance with the Company's process and SOP with customers.
• Monitor the service quality through customer's reflection & engagement, rate of complaint/positive feedback, - employee problem-solving ability.
Coordinate and manage Pricing assignments
• In charge of getting prices from shipping lines and domestic suppliers.
• Dealing with vendors/ partners about international freight rates, negotiate for the lowest price.
• Follow team to keep updating the rates for Sales Department.
• Monitor and update shipping contract prices.
• Maintain and develop relationships with shipping lines, airlines, coloaders.
• Solve arising problems (apply for extension of closing time, cont shell, dump yard...).
• Support and coordinate with Sales/Cus/Doc Department to resolve related issues.
• Regularly update market information.
• Research the market and evaluate the advantages of shipping lines, airlines, international agents and purpose.
• Handle related situations.
• Propose to BOD about the working plan, development methods, product strategy building.
2. Maintain and expand relationships with customers & shipping lines/agents/suppliers
• Receive problems and requirements of customers provided by CS staff.
• Guide & offer solutions to support CS & Pricing staff to give feedback to customers/shipping lines/agents/suppliers.
• Work directly with shipping lines and customers/shipping lines/agents/suppliers.
• Control and improve service quality by bringing service evaluation criteria.
• Implement quarterly service evaluation to customers.