Supervisor, Customer Service and Support

APL Logistics

  • Tp Hồ Chí Minh
  • Lâu dài
  • Toàn thời gian
  • 2 tháng trước
Job Category: OperationsJob Description:This position is responsible for delivering APLL commitment to key customers, meeting day to day operations requirements of the customers. The position manages a team of over 7 Customer Service Representatives to achieve excellent customer service satisfaction through defined and agreed processes. He/she participates in organizing vendor seminar program (VSP) to ensure vendors understand and acknowledge customers' requirements and standard. He/she supports the implementation of Vendors Logistics Program through periodic visits and consultation to vendors to ensure vendors understand and acknowledge customer requirements and standards. The position helps to coach; train; develop customer service representatives to ensure they are qualified to handle customers' logistics requirements.Responsibilities: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.
Qualifications:
  • University Degree
  • 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.

APL Logistics