3pl/4pl Customer Service Team Leader - Bandar Sunway, Malaysia - Agensi Pekerjaan Smarttrend Sdn Bhd

Agensi Pekerjaan Smarttrend Sdn Bhd

Verified Company

Bandar Sunway, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Lead a team of Customer Services agent (Front-Offices, Back-Offices, Billing Auditors...)

Ensure the targets (performance, quality, cost) are reached by the team who is responsible for
Lead the team by bringing team spirit, encouraging continuous improvement initiatives
Coach the team by sharing his/her experience and bringing trust and selfconfidence
Organize the daily team attendance and involvement (hybrid management, backups...)
Alert his/her 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

Both, Supervise and Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer
- receive and control customer bookings according to the processes in place

Contribute to the continuous improvements and savings for the customer (optimization, consolidations...)

- ensure the data quality and assign customer booking to a selection of 3PLs
- monitor shipments on regular basis (3PL shipment confirmation, milestones completion, etc.)
- drive corrective actions when required (missing event, missing document etc.)
- monitor delays and deliveries events using the dedicated IT solutions (TMS, collaborative platform, BI...)
- alert the customer team pro-actively 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 the reports and analysis to give a consolidated vision of the flows for a single customer
- track and provide corrective actions for the customer complaints

Deliver Customer Satisfaction
- manage and supports 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 pro-active communication flow with the customer
- act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
- prioritizes, resolves and/or escalates issues to secure the customer's interest
- represent internally and externally

Use the tools and communication to react to customer requests
Act as Single point of contact for the customer
Report saving initiatives to the dedicated department

- provide his/her expertise in transportation management

Use of the technologies to be more efficient and work with the Customer Business Solution (I.T

representative)

Contribute to improve Partners and Vendor performance
- monitor the 3PLs service quality and give feedback to the Hub manager
- monitor the good deployment and efficiency of new operational practices with the 3PLs

Contribute to formalize the SOP

- provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
- set up and monitor corrective action plans in agreement with the Hub manager

SKILLS
management, communication and transport operation management.

Transport Operations Management (Airfreight, Seafreight, Rodafreight)
Good communication skills (English is a must, another language a +)
Team spirit and leadership
Well organized and able to structure a small team (around 10 people max)
Service minded personality

- hands-on approach and curiosity, can-do and positive attitude
- problem solving ability

Ability to work under pressure

EXPERIENCE

Proven track record in a similar role, ideally in a 4PL environment
Minimum of 4 years of transport management / freight forwarding experience (Air & Sea operations)
Minimum of 1 years of customer service experience

QUALIFICATIONS

Sound educational background or comparable business experience (international trade, logistics, supply

chain etc.)

Good knowledge of Air and/or Sea transportation is a strong asset
Fluent English is mandatory

ORGANIZATION / RELATIONSHIPS

Direct reporting line to the 4PL Hub Manager or 4PL Operation Manager.
Customer: customer care, operational buyer, transport manager.
3PLs: both internal and competitors.

Salary:
RM5, RM6,000.00 per month

Ability to commute/relocate:

Bandar Sunway: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

Do you have experience of transport management / freight forwarding experience (Air & Sea operations)?
Do you have experience (international trade, logistics, supply

chain?