Manager, Customer Service Export

Job Responsibilities:

• Provides support service to the organization by obtaining, analyzing and verifying accuracy of information in a timely manner.
• Initiates and implements corrective actions as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. 
• Co-ordinates and take ownership in resolution of challenging situation.
• To manage, monitor and coordinate all customer service for export.
• Collaborate with other departments for the purpose of implementing and maintaining service level to customers.
• Performs personnel functions in evaluating, supervising, staff development for the purpose of maintaining and enhancing productivity of team and achieving objectives set.
• Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of work unit.
• To liaise closely with customers, shipping agents, principals and other relevant stakeholders.
• Maintain and participates in team’s objectives to ensure accuracy, efficiency and timely responsiveness on key deliverables:
  • Reporting (Daily, Weekly & Monthly Report)
    - Analyse and revert counter measure for any areas that falls out of KPI & SOP​
  • Continuous Improvement
    • Be the Champion to Change Management
    • Continue to drive Process Improvement
    • Promote Lean Process
    • Deliver Projects timely and accurately
  • Communications
    • 90% Calls must be answered within 5 seconds
    • Abandoned calls must be less than 5%
    • 90% emails must be attended within 2 working hours

Job Requirements:

• Focus
  • Attention to detail, highly organised process –focused aptitude
  • Ability to work under pressure and deliver to continual deadline constraints
  • Result oriented, analytical, resourceful and able to work in a highly dynamic environment.
  • Autonomy – ability to work independently with minimal/no supervision.
• Teamwork
  • One team mind set
  • Above average” man management “ skill in a multi ethnic setting
  • Able to impact business activities and influence staff and peers
  • Good interpersonal skill, ability to go get along well with a variety of personalities and individuals.
• Simplicity
  • Able to obtain continuous improvements in processes
  • Excellent conceptualisation and analytical skills
  • Complex management experience and track record essential
• Knowledge
  • All round knowledge and experience of all aspects of container shipping, with minimum 5 years related working experience in shipping or forwarding industry.
  • Good hands-on IT ability and able to quickly assimilate in house systems and improve with work around and local developments as needed
  • Customer oriented, meticulous and well organized.