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.
