- Supervise and lead a team of customer service representatives, providing guidance, training, and support to ensure high-quality customer interactions.
- Develop and maintain positive relationships with customers, addressing inquiries, concerns, and complaints in a timely and professional manner. Act as the primary point of contact for escalated customer issues.
- Communicate with customers to identify their needs / expectations and make appropriate adjustments to meet those needs.
- Facilitate communication between internal departments such as operations, sales, and warehousing to coordinate customer orders and resolve issues efficiently.
- Track and analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed.
- Continuously evaluate and streamline customer service processes and procedures to enhance efficiency and customer satisfaction. Implement best practices and innovative solutions to optimize service delivery.
- Ensure compliance with company policies, procedures, and regulatory requirements related to customer service and logistics operations.
- Preparation of periodic status meetings with management
- Gather and analyze customer feedback through surveys, interviews, and other channels to identify areas for improvement and make recommendations for enhancing the overall customer experience.
- Provide ongoing training and development opportunities for customer service team members to enhance their skills and knowledge of logistics processes, industry trends, and customer service techniques.
- Collaborate with external vendors and service providers to ensure seamless coordination of logistics services and address any issues or concerns that may arise.
- Monitor the customer’s payment status.
- Involve in company marketing efforts. Contribute to the development of strategic initiatives and long-term plans for improving customer service operations and driving business growth in the logistics sector.
- Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
- Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
- Contributes customer service information and recommendations to strategic plans and reviews.
- Audits customer service procedures and trends and determines system improvements.
- Determines customer service requirements by maintaining contact with customers and visiting operational environments.
- Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Requirements:
- Min Diploma in related discipline
- At least 3 years of experience in leadership role Logistics industry or freight forwarding industry.
- Possess project and time management/ time allocation and organizational skills
- With drive for high performance and prioritize customer satisfaction
