Supervise and evaluate staff activities, strategize, and assist with tasks as needed.
Liaison with external parties such as Custom on matters pertaining to custom procedure and LMW and MITI on Trade agreement.
Design, implement, and enhance customer service processes.
Develop key measures and reports for service request management Take charge in the process of designing, implementing, and improving customer service.
Participate in the development of key measures and reports for service request management.
Review feedback and learnings from campaigns with agencies for continuous improvement.
Ensure customer intimacy and satisfaction through effective communication regarding orders, shipments, payments, and complaints.
Monitor and report quality issues such as shipping discrepancies, claims, freight issues, vendor issues, and customer surveys.
Responsible to oversee and managing the Customer Service department, including monitoring and reporting metrics such as productivity, response speed and any metric which affect the quality of service.
Liaise and coordinate with different internal departments to resolve customer cases and complaints logically and professionally.
Collaborate with Production Planning on order status and prioritize orders to meet monthly shipment targets.
Work closely with the Sales team to manage order loading, shipments, and finished goods inventory control Implement and communicate departmental policy and procedure changes to associates Review and update ISO procedures related to SPM and control documents.
Implement and communicate departmental policy and procedure changes to associates.
Requirements Candidate must possess Bachelor's Degree/Post Graduate Diploma/Professional Supply Chain, Logistic, Management, Economics, Business or equivalent.
At least 5 Year(s) of collective working experience in outbound logistic, shipping line, customer service, and supply chain.
Ability to lead a direct team and a multi-functional organization, integrating complex efforts across multiple business areas.
Strong leadership, managerial, and communication skills.
Proficient in numerical and analytical skills, forward-thinking, and good interpersonal skills.
Seeking an independent, mature, and driven personality.
Comfortable working on both routine and ad-hoc requirements.