PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide.
We are a team that celebrates our unique diversity and close-knit community atmosphere. Our core values begin at the very top and span the broad reach of our global community.
We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.
PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.
Summary
The role is responsible for operations excellence of the various teams under his/her care. The role is to inculcate in the team the culture of providing excellent customer service. In addition, the Manager is to conduct manpower planning and deployment and ensure that the operating costs are kept within control.
Key Responsibilities
1. Operations Excellence
· Oversee the smooth running of day to day operations.
· Ensure teams follow SOPs and investigate non-compliance.
· Ensure that team leaders perform audit checks on all outgoing documents.
· Communicate and coach team members on best practices and potential pitfalls to avoid from time to time.
· Conduct team meetings and inter- team meetings across departments to resolve challenges and enhancing customer service to clients.
· Ensure teams have credible & workable backup plan. All team members are crossed trained and hands-on experience in handling the work as backup.
2. Customer Service Excellence
· Create a culture of customer service excellence by reinforcing to the team regularly on proactiveness and prompt response to customers.
· Provide advice and assistance to customers in resolving shipping issues encountered.
· Hold regular Monthly Operations Meetings with Customers to obtain feedback on service performance and resolve operational issues.
· Investigate customer's complaints and recommend corrective and preventive actions to resolve the issues.
· Collaborate with various internal teams to deliver great customer experience to existing and prospective customers.
3. People Management
· Conduct manpower resource planning to ensure that workload is evenly distributed and all the staff work as a team to achieve greater productivity and output.
· Conduct Performance Reviews, mentor and coach staff to achieve goals set.
· Focus on talent management & development in building a strong succession bench.
· Ensure onboarding of new hires are conducted for successful integration to the team and organisation.
· Create an engaging environment that motivates the team to high performance.
4. Performance Report
• Collate and analyse operation statistics with monthly submission to immediate superior.
• Submit Monthly KPIs Reports to Customer.
Requirements and Pre-requisites
· Degree or Diploma
· Minimum 3 - 5 years of managerial experience in forwarding, shipping and documentation in the logistics space
· Competent in IT systems eg SAP and other in-house logistics systems
· Competent in Microsoft
· Strong Leadership skills
· Good communication and Problem- Solving skills
· Positive and Can-Do attitude
