Shared Services Supervisor

Shared Services Supervisor
Shared Services SupervisorApply locations Kuala Lumpur, Malaysia time type Full time posted on Posted 2 Days Ago job requisition id R2422166
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Job DetailsPosition Summary:
We are seeking a dedicated and experienced Shared Services Supervisor to join our team in Kuala Lumpur. The ideal candidate will be responsible for overseeing a team that handles quotations and remote customer service tasks, supporting APAC countries. This role requires strong leadership skills, excellent communication abilities, and a thorough understanding of customer service operations and pricing processes. The supervisor will also be pivotal in coaching, mentoring, managing escalations, handling complex tasks, and driving continuous improvement initiatives. Additionally, the supervisor must be capable of performing the tasks of the team in the event of shrinkage, necessitating a thorough understanding of day-to-day responsibilities.
Responsibilities:
Supervisory Responsibilities:Team Leadership: Supervise, mentor, and coach a team of customer service representatives and quotation specialists to ensure high performance and professional growth.
Performance Management: Conduct regular performance reviews, set achievable goals, and provide constructive feedback to team members.
Escalation Point: Serve as the primary escalation point for complex issues, ensuring timely and effective resolution of customer concerns and internal challenges.
Training and Development: Develop and implement training programs to enhance the skills and knowledge of the team, ensuring they are well-equipped to handle their responsibilities.
Continuous Improvement: Identify areas for improvement within the team's processes and workflows. Propose and implement initiatives to enhance efficiency and service quality.
Conduct Calibration Sessions: Conduct periodic calibration sessions and trainings with local teams to ensure local customers are serviced based on local requirements.
Hands-On Involvement: Perform the tasks of the team when necessary, ensuring continuity and high service standards.
Remote Customer Service Team Responsibilities:Point of Contact for Investigators/Sites: Serve as the main point of contact for investigators and sites, managing all site inquiries.
Booking Form Handling: Manage most bookings via email using a booking form with English and local language translations.
Shared inbox and Teams channels among origin countries will monitor all bookings and inquiries.
Site Starter Pack Preparation: Assist customer service in preparing extensive starter packs when multiple protocols and sites are involved.
Pick-up Requests: Process all lab logistics pick-up requests for local APAC countries.
OK to Send Request and Review: Review and process OK to send requests, ensuring accuracy and compliance.
Proactive Monitoring: Proactively monitor escalations to ensure timely resolution.
Temperature Data Distribution: Distribute temperature data as required.
Ad Hoc Client Requests: Address ad hoc client requests.
Quotation Team Responsibilities:Pricing Process Management: Own the pricing process for the assigned portfolio of countries.
Global Quotation Engine Utilization: Utilize the Global Quotation Engine to accurately complete domestic and international shipment pricing.
Customer File Management: Manage and maintain customer files, ensuring all required information is gathered.
Global Communication: Communicate effectively with other offices within the World Courier Network.
Re-quotations: Prepare re-quotations when necessary.
Issue Resolution: Engage in regular communication with both external customers and internal departments.
Compliance: Adhere to all procedures, work instructions, and regulatory requirements.
Customer Service: Provide accurate answers to service-related questions and handle complaints.
Process Improvement: Make suggestions and recommendations to continually improve customer service operations.
Additional Duties: Perform other duties as assigned by management.
Education and Experience:
Bachelor's degree in business administration, Logistics, or a related field.
Minimum of 3-5 years of experience in customer service or a related field, preferably in a supervisory role.
Strong understanding of pricing processes and international shipment logistics.
Excellent communication and interpersonal skills.
Ability to manage and prioritize multiple tasks in a fast-paced environment.
Proficiency in using customer service software and tools.
Fluency in English; additional language proficiency in Mandarin or other APAC languages is a plus.
Skills and Competencies:
Leadership and team management skills.
Strong problem-solving abilities.
Detail-oriented with a focus on accuracy and efficiency.
Customer-centric approach with a commitment to delivering high-quality service.
Ability to work effectively in a multicultural and diverse environment.
Ability to collaborate with local CS Managers remotely.
What Cencora offersBenefit offerings outside the US may vary by country and will be aligned to local market practice.
Affiliated CompaniesAffiliated Companies: World Courier (Malaysia) Sdn Bhd
Equal Employment OpportunityCencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.#J-18808-Ljbffr