Supervisor, Customer Service and Support

Operational Excellence
• Active participate in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success.
• Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction.
• Actively engage of local vendors/suppliers/stakeholders to seek solutions or value add to Customers. Including BCP in times of crisis.
• Develop and drive Vendor Logistics Program with the aim to grow local Revenue.
Process Compliance and Improvement
• Conduct periodic meetings with the team to ensure compliance with customers' standards and requirements, daily process integrity and compliance from booking to Document issuance to PO creation.
• Execute established processes and audit measures.
• Periodic review of productivity, workforce, competitor benchmarking, and relevant KPIs.
• Actively engage with internal stakeholders (Finance, Service Quality, Operations, IT etc.) on process improvements/innovation.
People Management
• Review and suggest team organization structure, roles and responsibilities and performance targets for the team.
• Establish a culture of service excellence, flexibility and cost consciousness.
• Manage peak/off-peak resource allocation and drive inter - team / department workflow efficiency.
Manager role:
Customer Service Operations Management
• Establish internal operational standards for customer service operations in line with agreed customer Service Level Agreements and APLL Operational Excellence standards.
• Drive work and resource allocation for various customer accounts based on volumes, seasonality and criticality of shipments.
• Manage peak/off peak resource allocation and drive inter-departmental workflow efficiencies.
• Oversee shipment planning operations across various customer accounts by holding service teams accountable for key operational metrics and customer Service Level Agreements (SLAs).
• Drive effective problem solving for major customer service issues to ensure restoration of service levels and customer satisfaction.
• Escalate issues with non-standard complexity, larger than approved cost impact, or compliance threats.
• Review and report periodically on operations dashboard comprising key performance and service compliance metrics to provide end-to-end visibility for the assigned LOBs' operations.
Vendor Management
• Build relationships with local vendors and suppliers to drive improvements in customer service outcomes.
• Hold and suppliers vendors accountable for agreed performance criteria.
• Manage costs arising out of vendor issues as per contractual agreements.
• Collaborate with vendors and suppliers to drive greater process efficiencies through resolving process issues, optimising workflows.
Commercial and Financial Support
• Develop and drive Vendor Logistics Program to identify and execute opportunities for local business growth.
• Build upselling skills within customer services team through training and work assignments; motivate staff to achieve greater commercial outcomes through upselling.
Relationship Management
• Build relationships and communication channels with key customer representatives to ensure collaboration, clarity of expectations and responsive and effective resolution of customer issues.
• Build relationships with Buyers/KAM, Vendors, Carriers, nominated forwarders to enable Operational Excellence and drive volume growth