- Lead and Manage Customer Service Team (~ 15 to 20 members) under Assistant Customer Service Manager.
- Initiate and Manage Continuous Improvement Activities.
- Support data processing and analysis on inventory data / transaction data.
- To prepare relevant documents and participate in customer audit with operation team and quality team.
- To receive any escalations from existing customers; Conduct second-level fire-fighting upon receiving any complaints.
- Compile the relevant specification with operation team for any purchasing / sourcing.
- Communicate and liaise with procurement team for any operational supply, equipment.
- Assist Customer service Manager overseeing the operations under customer service functions.
- Attend to customer’s enquiries & complaints when required.
- Ensuring the smooth operation & cooperation with the team members.
- Monitoring customer service members, coordination & improvements.
- Participating/executing in costs reduction exercise so as to achieve cost optimisation for Customers and the Organisation.
- Identify/Engagement in new system implementation to actualise functions for each process. (Productivity improvement).
- Attend and facilitate customer monthly meetings.
- Prepare meeting minutes and verify KPI report before presenting in monthly meeting with customer.
- Verify the billing summaries prepared by the Customer service officer.
- Verify the billing reports to our customers as well as service agreements.
- Keep any operational documents properly.
- Immediate reporting to direct superior upon any irregularities
Job Requirements:
- Proven experience in Customer Service or a customer facing role within a B2B.
- Analysis of customer requirements and discussion with the internal team.
- Mature, self-motivated and able to work independently.
- With 3 to 5 years experience as a warehouse customer service Executive under any global LSP companies.
- Basic knowledge / experiences on warehouse management systems and documentation.
- Able to speak, read and write English upon directly communicating with customers or / and appointed vendors.
- Experience on Documentation such as checklists, temperature / RH reports.
- Able to compile KPI reports periodically.
- Able to verify the billing reports to our customers as well as service agreements.
