Job Description
Customer Service Manager at Global Logistic and Freight Forwarding Company in Myanmar
Responsible to manage the overall customer service excellence of the freight forwarding operation
Up to 2,000,000 MMK
The Role
The ideal candidate's background for the role comes with experience in managing overall customer service excellence of the freight forwarding business from supervisor capacity and has good command of English as well as strong sense of commitment and responsibility.
About the company
Our client is a global logistics execution & supply chain services platform, providing air and sea freight, road freight and contract logistics with over 100 locations in 25 countries worldwide.
Description
The Customer Service Manager is responsible for managing overall customer service excellence, developing and reviewing process review frameworks and implementing customer service process review initiatives. He/she is also responsible for managing overall service quality and customer relationship management resources within the organisation and lead the Customer Service team.
Supervise and trace Customer Service department workflow
Manage importation, exportation, customer shipments, and third-party contractors
Act as primary escalation contact for Customers and liaise with other inter-departments and follow up on the service delivery to customers
Enhance service experience through delivering professionalism and understand the carrying needs and demands of each individual customer
Engage in targeted conversations that steer customers to solutions that address their needs
Evaluate operational policies, standards and procedures.
Ensure the team provides excellent customer service and maintain strong relationship with clients, careers and agents
Drive customer attraction and retention strategy to improve on customer loyalty.
Influence stakeholders to grow relationships that assists in revenue generation in multiple verticals.
Improve customer service experience, create engaged customers and facilitate organic growth. Lead, coach and manage operations staff in the Customer Service department.
Oversee and assess team productivity and activities, providing them with regular performance-related feedback and constructive coaching
Optimise use of allocated resources within business activities.
Review better ways to approach problems through synthesizing and recognizing the problem information.
Review the prevalent trends, dynamics and market movements to formulate business strategies.
Ensure proper maintenance and filing of records in accordance with company procedures.
Other related tasks will be assigned by the Managing Director, and/or according to the country’s requirements.
Act in the best interest of the company
Requirements
Bachelor’s degree in Logistics, Supply Chain Management, Business Administration or related field.
Minimum 5 years of related experience, preferably in Freight Forwarding industry with preferably 2 years or more in a supervisory role
Good understanding of freight forwarding services, customs regulations, and relevant laws
Prior experience in managing staff
Prior knowledge in Cargowise 1 platform is highly favoured
Able to communicate in English
Strong communication and interpersonal skills.
Strong problem-solving skills, attention to detail and able to work under pressure.
Excellent leadership and organisation skills, with the ability to multitask and manage time effectively Process driven, with concern for control and efficiency.
Good planning, organising & monitoring skills
Proficient in MS-Office applications
Resilient and thrive in ambiguous environment Organised and meticulous
Great sense of responsibilities and commitment
Strong customer relations and interpersonal skills
Good team player
Benefits
Competitive Incentive + Allowances
Career Growth Opportunities
This a great opportunity to represent global leading logistic and freight forwarding company in Myanmar
For more information contact Derek Aung on Telegram @Derek9000