Customer Service Manager (Sea freight)

หน้าที่และความรับผิดชอบ

• Lead and manage the team. Support and solve problem of individual customer service colleague.
• Monitor department to achieves recognized levels of productivity as related to operational functions and meets customer satisfaction.
• Review productivity on the team and align with appropriate headcount & team structure.
• Ensure operations are run within KPI parameters and develop/maintain relevant key performance indicator reporting tools.
• Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
• Perform yearly appraisal with team members and provide individuals with feedback, objectives and plan training/development.
• Support Team to be able to complete to ensure employees are engaged with the business and a follow-up from the Appraisal.
• Develop inter-departmental communication and work with the Senior Management team.
• Develop close links with Head Office, Overseas Agencies, Suppliers and Customers.
• Attend meetings such as Team meetings, customers and new customer integration.
• Maintain a flexible approach to Customer Requirements in order to aid agency growth.
• Produce Ad Hoc reporting and investigation for Branch Manager or Senior Management.
• Ensure the accurate processing of customer delivery and release requests and confirmations within agreed timescales
• Develop Team members, and ensure there is focus on developing their direct reports, as part of an ongoing talent management and succession strategy.
• Handle customer complaints and develop/support team members in how to handle for future situations
• Lead and manage strategic projects to support the growth and development of the business.
• Effectively exercise optimum output between supply side (Company Space Allocation) and demand side (Existing and Potential customers’ satisfaction.)
• Manage Performance Improvement Plans with the support of Team Leaders for individuals not meeting the business set targets.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Ensure customer profile is kept fully up to date with customer requirements.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• Proven background in shipping and logistics (Essential).
• Team Management Experience (Essential)
• Excellent people management, leadership, coaching and motivation skills
• Excellent communication and interpersonal skills
• Excellent organizational skills at both a strategic & operational level with strong attention to detail.
• Capability to work under pressure.
• Proactive problem-solving skills.
• Create, build, and sustain team morale and build enthusiasm.
• Self-motivated & organized.
• Presentation Skills
• Team Player
• Project Management Skills
• Thorough knowledge of Shipping process, procedures, rules & regulations
• Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required. 8 – 10-year experience in Customer Service functions and department management.
• Computer literate and capable of producing reports and analysis of data.
• Fluent in English both written and spoken PRACTICAL & TECHNICAL KNOWLEDGE:
• Degree in Business/Management or relevant experience at an equivalent level (Essential)

สวัสดิการ

• ประกันชีวิต
• ประกันสุขภาพ
• เงินโบนัสตามผลงาน
• ประกันสังคม
• ตามข้อตกลงของบริษัท

สวัสดิการอื่นๆ

• Commission (เฉพาะ ตำแหน่ง SALES REPRESENTATIVE)

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