Monroe Consulting Group Malaysia, an executive recruitment firm, is partnering with an international 4PL logistics and supply chains company to hire a Team Lead (Airfreight). This role is responsible for delivering visibility, optimization, and a high level of satisfaction to the company's major accounts. This opportunity is based in Subang Jaya, Selangor.Job Responsibilities:
Lead a team of Customer Services agents (Front-Offices, Back-Offices, Billing Auditors…)Ensure the targets (performance, quality, cost) are reached by the team.
Lead the team by bringing team spirit and encouraging continuous improvement initiatives.
Coach the team by sharing experience and fostering trust and self-confidence.
Organize daily team attendance and involvement (hybrid management, back-ups…).
Alert the direct Manager in case of dysfunction internal to the team.
Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix.Supervise and Monitor the Operational Workflow to Ensure Full Supply Chain Visibility to the CustomerReceive and control customer bookings according to the processes in place.
Contribute to continuous improvements and savings for the customer (optimization, consolidations…).
Ensure data quality and assign customer bookings to a selection of 3PLs.
Monitor shipments regularly (3PL shipment confirmation, milestones completion, etc.).
Drive corrective actions when required (missing events, missing documents, etc.).
Monitor delays and delivery events using dedicated IT solutions (TMS, collaborative platform, BI…).
Alert the customer team proactively in case of deviation and propose alternative solutions.
Communicate with internal (regional and overseas) and external organizations.
Ensure that all communications generated in the related IT solution (chat, tasks, etc.) are handled in a timely manner.
Create reports and analyses to give a consolidated vision of the flows for a single customer.
Track and provide corrective actions for customer complaints.Deliver Customer SatisfactionManage and support order management to ensure the best possible service level.
Meet deadlines and ensure completion of customer service tasks within the expected time frames.
Ensure a consistent and proactive communication flow with the customer.
Act as a strong interface to resolve customer problems, manage troubleshooting, and issue resolution.
Prioritize, resolve, and/or escalate issues to secure the customer's interest.
Represent the company internally and externally.
Use tools and communication to react to customer requests.
Act as the single point of contact for the customer.
Report saving initiatives to the dedicated department.
Provide expertise in transportation management.
Utilize technologies to enhance efficiency and work with the Customer Business Solution (I.T representative).Contribute to improving Partners and Vendor performanceMonitor the 3PLs service quality and provide feedback to the Hub manager.
Monitor the deployment and efficiency of new operational practices with the 3PLs.
Contribute to formalizing the SOP.
Provide 1st level support to the 3PL (operational inquiries, data matters, etc.).
Set up and monitor corrective action plans in agreement with the Hub Manager.Job Requirements:
Technical:Proven track record in a similar role, ideally in a 4PL environment.
Experience in AOG (Aircraft on Ground) is an added advantage.
Minimum of 3 years of transport management / freight forwarding experience (Air operations).
Minimum of 1 year of customer service experience.
Transport Operations Management (Airfreight, Seafreight, Roadfreight).
Well organized and able to structure a small team (around 10 people max).Behavioural:Excellent communication.
Team player.
Solution finder.
Rigorous.
Excellent inter-personal skills.
Thoroughness.
Organized.
Responsive.Language:Excellent in verbal and written English.#J-18808-Ljbffr