Assist the Site Manager in leading and managing a team of customer service staff to ensure high quality service focusing on customers’ expectation in line with company policy and operation standards.
Specific Accountabilities
1. Motivate team spirit and maintain high morale of staff to increase productivity, and to maintain good communications with all levels
2. Monitor and ensure the shipment/ order information are proper entered, received, manipulated, updated and recorded to the computer system in accurate and timely manner
3. Monitor and reinforce the service quality and discipline of the team
4. Maintain good channels and effective communication between Operations team, Customer Service Team, sub-contractors and other departments for both sides benefit
5. Establish and carry out proper working procedure and make a proper corrective and preventive action through the analysis and investigation of problems, feedback and complaints
6. Set-up guidelines, standard operations procedure (SOP) and key performance indicator (KPI) to monitor and measure the performance and service level of customer service team
7. Ensure adequate manpower is assigned and job load is distributed evenly to meet the targets per month
8. Support customer enquiries on shipments
9. Manage the allocation of appropriate resources and commitment of staff to achievement the objectives and targets
10. Ensure optimal resources are planned and utilized in terms of facilities and equipments, system application, people and related information data
11. Deploy and complete special assignments at the instructions of the direct superior to achieve company’s goal and aims
Skills Required
1. Proficiency in MS Office, including WORD and EXCEL
2. Good command of both written English and Mandarin
3. Strong interpersonal and communication skills
4. Independent, strong personal motivation and disciplined
5. Possess core competences including leadership, teamwork, customer focus and continuous improvement
Experience and Qualifications
1. Bachelor or equivalent, related educational background.
2. Min. 5 years’ experience in third party logistics operations, preferable with 2 years’ experience in leading a customer services team in a sizable company.
Core Competences
1. Good communication
2. Commitment for quality
3. Independency
4. Judgment / Problem Solving
5. Team Building and Cooperation
6. Target