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.

• University Degree or equivalent.

• With a minimum 6 years working experience in the logistics industry and proven track record in Customer Service/Operations.

• In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows.

• Track record in managing large accounts (complex business rules) and engaging MNC stakeholders.

• Highly data-driven and process-minded leader.

• Able to leverage technology or mobilize suitable stakeholders to implement solutions.

• Cross functional experience is highly preferred.

• International work experience is advantageous.