Supervisor, Customer Service and Support
Description
Job Purpose:
Manage a group of operational employees. Be responsible for the people management as well as the service delivery to the customers. Manage KPIs for operations and the customer.
Operational
Provide operational updates to Manager on regular basis.
Address customer inquiries and concerns regarding customer shipments.
Pull data from various systems and provide analysis for required reporting.
Determine KPIs to drive team performance- Systematically escalate problematic issue.
Answer customer questions by phone and email.
Review customer performance, work on correction action, meet with customers.
Oversee timely documentation and billing to customer.
Business Processes
Regularly review and streamline operational procedures to adapt to changing.industry trends and best practices.
Ensure compliance of all relevant policies, procedures and processes – both internal and external (i.e. regulatory).
Support in the implementation processes
Stakeholder Management
Liaise across teams internally to ensure timely delivery of services to customers.
Create and maintain a cordial business relationship with various stakeholders through regular feedback sessions and communication.
Ensure customers' satisfaction meet the KPIs set; issues are responded and dealt with in a timely manner; devise solutions for service recovery and gaps closure where appropriate.
Engage local vendors/suppliers/stakeholders to seek solutions to add value to customers.
Ensure Business Continuity Plan are in place and evaluated for effectiveness periodically
Leadership and Direction
Manage daily work flow of the team and meet customer expectations.
Recruit, train, and develop a team of specialists.
Plan schedules, assign and delegate work to team members to meet deadlines.
Provide performance feedback and conduct regular performance reviews.
Prepare reports for local/regional Management/Senior Leadership team.
Empowers team members to create the innovative solutions for our customers.
Backup team members as needed and handle difficult escalation issues
Minimum of 5 years of hands-on experience in Logistics, Freight Forwarding Services, or a related sector.
Proven track record of managing and supervising a team of 10 to 15 personnel.
Deep knowledge of international supply chain flows, documentation procedures, and local carrier, forwarder, and Container Freight Station (CFS) operations.
Strong working knowledge of local customs and transport regulatory requirements.
Professional proficiency in both written and spoken English, with strong communication capabilities.
Benefit:
Monthly Basic Salary
Seniorit13th Month salary
Annual Cash Bonus
NSSF (Cover 100%)
Health and Accident insurance from Forte (Cover spouse and children)
Medical Claim
Annual Health Check-up
Opportunity to contribute to a global company's success.
Fast-paced and engaging work environment.
Compliance with Cambodian labor law.
Access to global training opportunities (Prepared by Singaporeans)