Customer Service Oversight:
- Supervise and mentor customer service teams to ensure prompt, courteous, and effective resolution of customer inquiries and complaints.
- Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
- Performance Metrics:
- Establish and monitor key performance indicators (KPIs) for customer service activities.
- Analyze customer feedback and service data to identify trends, areas for improvement, and training needs.
- Customer Relationship Management (CRM):
- Manage the CRM system to track customer interactions, sales, and support activities.
- Ensure accurate and up-to-date customer information and generate reports for strategic decision-making.
- Communication:
- Act as a liaison between customers and other departments to resolve issues and improve overall service.
- Develop and distribute regular customer service reports to senior management.
- Logistics Systems Management:
- Logistics Operations:
- Oversee the end-to-end logistics operations, including warehousing, inventory management, transportation, and distribution.
- Ensure efficient and cost-effective logistics processes that meet customer demands and delivery schedules.
- System Implementation and Management:
- Implement and maintain logistics management systems (LMS) and other relevant technology solutions.
- Integrate logistics systems with other business systems (e.g., ERP, CRM) to improve data accuracy and operational efficiency.
- Supply Chain Coordination:
- Collaborate with suppliers, carriers, and third-party logistics providers to optimize the supply chain.
- Negotiate contracts and agreements to secure the best terms and conditions for the company.
- Continuous Improvement:
- Identify opportunities for process improvements and implement best practices in logistics and supply chain management.
- Conduct regular audits and assessments of logistics operations to ensure compliance with industry standards and regulations.
- Reporting and Analysis:
- Prepare and present regular reports on logistics performance, including metrics on cost, efficiency, and delivery times.
- Use data analytics to forecast demand, manage inventory levels, and optimize routing and transportation schedules.
