Our client is the global freight forwarding and warehousing company. They offer complete logistics, storage and supply chain solutions, tailor-made to our customer requirements for various sectors and commodities including mining, renewable energy, project and general cargo, metals and minerals, soft commodities and chemicals. Our worldwide offices and operations span across Africa, Asia Pacific, Europe & Middle East, and Americas.
Job Descriptions:
- Enhance customer service experience and foster positive customer relationships.
- Take ownership of customer issues, ensuring resolution or alternative solutions.
- Adhere to service level agreements (SLA) and develop service policies to improve customer satisfaction.
- Define a clear mission for customer satisfaction and implement relevant strategies.
- Manage expectations of customers and internal stakeholders.
- Conduct monthly customer service reviews and provide management reports.
Accountabilities:
- Customer Fronting & Management:
- Align Service Level Agreements with customer expectations.
- Maintain positive relationships and proactive communication with customers.
- Periodically update customers and provide advice/solutions.
- Customer Expectation Management, Complaints & Resolutions:
- Professionally manage and resolve customer complaints in a timely manner.
- Handle claims, disputes, and follow through with all complaints towards resolution.
- Team Motivation and Coaching:
- Conduct regular meetings and discussions with teams.
- Provide coaching to team members and manage team expectations.
- Perform annual appraisals and reviews.
- Process Improvements and Continuous Service Procedures Review:
- Improve customer service quality through surveys and process evaluations.
- Develop standardized procedures and documentation to address potential issues.
- Operational Planning and Co-ordination:
- Work closely with the Commercial team on contracts and service requirements.
- Proactively manage and coordinate day-to-day workload of the customer service team.
- LME and Audits:
- Stay updated with London Metals Exchange (LME) requirements.
- Engage with audit teams to ensure smooth operations and address identified issues.
- Data Analysis and Performance Review:
- Conduct periodic analysis to identify trends or areas of concern.
- Review and analyze system data to improve department efficiency.
- Generate reports for management reporting.
- Degree holder with a minimum of 3 years managing a team of over 20 members.
- Demonstrated expertise in warehousing and logistics operations.
- Proven ability to work in cross-functional and multicultural teams.
- Excellent operations/warehouse management, communication, and analytical skills.
- Self-starter with the ability to motivate in a high-pressure environment.
- Proficient in Microsoft Office and ERP System (Oracle).
- Proficient in spoken and written English and Mandarin.