Assistant/ Customer Service Manager - Seafreight
3 months ago
About the roleThe incumbent will be leading a team and be part of a larger team within the IFF department in providing seamless and customer-focused s..
About the role
The incumbent will be leading a team and be part of a larger team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.
What you will be doing
- Lead the Customer service team for Sea freight
- Liaise with customers on the standard operating procedures
- To meet up with clients on projects / special matters
- Prepare customer key performance index reports
- Promptly handle customers / team escalations
- To implement corrective actions and preventive measures for immediate service recovery
- To co-ordinate with Ocean carriers for bookings / uplift upon escalation from team
- Attend to freight management and rates negotiation
- Provide quotes / rates to COD customer or overseas offices
- Liaise with overseas agents on the various requirements and rates
- Review the profit & loss of product desk
- Analyse job file purchasing and raise concern to Pricing team
- Review & approve changes of work processes before escalation to Head of Sea Freight
- Conduct recruitment exercise for officer / executive position when needed
- Provide related training concerning the BU to new staff assign to the team
- Joint sales visit to resolved operations issue when necessary
Team Management
- Ensure and monitor team compliance to the Bollore’s Code of Conduct and Company’s regulations
- Ensure team understanding and implementation on Bollore’s Value in daily work behaviors
- Plan and monitor team performance including give coaching and counselling needed to deliver expected outcomes
- Plan and monitor team development together with HR Division
- Ensure updated Job Description availability for the team by coordinating with HR Division
- Ensure all changes in Department / Section communicated properly to the team
The successful candidate
- Diploma / Degree preferred
- Minimum 8 years of experience in freight forwarding with sea freight experiences
- Previous customer service experience is an added advantage
- Possess excellent communication and interpersonal skills
- Pleasant personality and a good team player
- Proficient in MS Office & ability to work independently
- DGR trained will be an advantage
- Location: 101 Alps Ave Singapore 498793 (Designated transport Pasir Ris, Ang Mo Kio, Tanah Merah, Tampines, Admiratly, Yishun and Sengkang)
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