Customer Service Manager
Cogent Holdings Pte Ltd is a subsidiary of Cosco Shipping International (Singapore) Co., Ltd and has a wide range of clientele ranging from local SMEs to multinational companies. Cogent owns one of Singapore's largest one-stop integrated logistics hub, Cogent 1.Logistics Hub. It offers warehousing, freight forwarding, container and ISO tank depot, automotive logistics, and transportation services in Singapore.
About the role
Lead a team of customer service staff in the Transportation Department in our subsidiary company - SH Cogent Logistics Pte Ltd. Manage end-to-end customer service operations to ensure all job requirements are met.
Key responsibilities
Lead a team of customer service staff
Attend to major customer enquiries and liaise with customers to ensure all job requirements of orders are captured
Perform trucking job creation when necessary
Monitor and liaise closely with Operations Team on execution of jobs received
Monitor job and provide timely updates for shipment, including updating container details into system
Advise customers on delivery schedule and inventory
Maintain inventory report and undertake monthly closing of accounts
Oversee and monitor progress of job orders and shipments of team
Maintain business relationship with customers and responsible for customer management on a higher level
Communicate and coordinate with appointed third parties regarding job orders
Assist in accounts receivable process including billing, accruals, issuance of debit and credit notes, and checking team invoices
Ensure all billings are accurate
Liaise with other departments regarding the executing of job orders
Assist in permit declaration for job orders when required or when necessary
Work with other managers to draft reports on customers' feedback and complaints
Develop improvement plans for the team and oversee their execution
Assist with customer quotation and commercial rates requests
Prepare and analyse operational and financial data and reports as required by Management
Proactively engage team members in learning and cross training to equip them with the required skills
Requirements
Bachelor’s degree or diploma in logistics, supply chain management, business or related field
5 years of experience in third party logistics or in any supply chain operations
Experienced in leading a team of customer service staff
Proficiency in SAP & Microsoft Office
Ability to work collaboratively with all levels of staff
Ability to deliver feedback in both verbal & written manner
Others Information:
Monday to Friday: 8.30am - 5.45pm; Alternate Saturday: 8.30am - 12.30pm
Company Transport: 2 ways from Jurong East
Daily meal subsidy
Medical, dental & insurance benefits