Are you passionate about delivering exceptional service and managing client relationships in the dynamic world of freight forwarding? If so, we have an exciting opportunity for you! We are a leading freight forwarding company dedicated to providing efficient and reliable logistics solutions to our clients worldwide. With our commitment to excellence and innovation, we strive to exceed customer expectations and ensure seamless supply chain operations.
Your RoleYou will be responsible for leading, directing, and optimizing your customer care team (CCL) to continuously provide customer excellence and sustainable growth across your scope of responsibility.
Your ResponsibilitiesTo deliver and reinforce our CCL core competencies.
To conduct regular conversations with all direct reports to discuss and ensure traction on delivering performance and development goals.
To ensure the best-in-class customer onboarding and relationship management.
To focus on continuous improvement of processes and controls, ensuring complete and correct customer contact data, service data, and changes in our systems including customer reporting for SME customers.
To conduct daily and weekly stand-up meetings with your team to identify and resolve business issues.
To focus on continuous improvement of processes and controls, including customer complaint management and service recovery, aiming for a consistent delivery and fulfilling the customer promise.
To anchor the usage and improvements of CCL core systems.
To drive customer adoption of our eco-system.
Your Skills and ExperiencesMinimum 5 years logistics experience – with in-depth exposure to Sea Logistics operations, preferably from an international freight forwarding background.
Previous experience leading and coaching team members is highly advantageous; the desire and passion to lead people is essential.
Experience in complaint escalation and the ability to transfer this skill to your team.
Ability to think outside the box, solve problems, and remain calm under pressure.
Strong organizational skills including the ability to prioritize tasks, effective time management, and a high level of accuracy.
Excellent communication skills, both written and verbal.
Impeccable interpersonal skills and the ability to collaborate positively and constructively with multiple stakeholders.#J-18808-Ljbffr