Supervisor, Customer Service and Support

Job Purpose:

Manage a group of operational employees. Be responsible for the people management as well as the service delivery to the customers. Manage KPIs for operations and the customer.

Operational

• Provide operational updates to Manager on regular basis.

• Address customer inquiries and concerns regarding customer shipments.

• Pull data from various systems and provide analysis for required reporting.

• Determine KPIs to drive team performance- Systematically escalate problematic issue.

• Answer customer questions by phone and email.

• Review customer performance, work on correction action, meet with customers.

• Oversee timely documentation and billing to customer.

Business Processes

• Regularly review and streamline operational procedures to adapt to changing.industry trends and best practices.

• Ensure compliance of all relevant policies, procedures and processes - both internal and external (i.e. regulatory).

• Support in the implementation processes

Stakeholder Management

• Liaise across teams internally to ensure timely delivery of services to customers.

• Create and maintain a cordial business relationship with various stakeholders through regular feedback sessions and communication.

• Ensure customers' satisfaction meet the KPIs set; issues are responded and dealt with in a timely manner; devise solutions for service recovery and gaps closure where appropriate.

• Engage local vendors/suppliers/stakeholders to seek solutions to add value to customers.

• Ensure Business Continuity Plan are in place and evaluated for effectiveness periodically

Leadership and Direction

• Manage daily work flow of the team and meet customer expectations.

• Recruit, train, and develop a team of specialists.

• Plan schedules, assign and delegate work to team members to meet deadlines.

• Provide performance feedback and conduct regular performance reviews.

• Prepare reports for local/regional Management/Senior Leadership team.

• Empowers team members to create the innovative solutions for our customers.

• Backup team members as needed and handle difficult escalation issues

• Minimum of 5 years of hands-on experience in Logistics, Freight Forwarding Services, or a related sector.

• Proven track record of managing and supervising a team of 10 to 15 personnel.

• Deep knowledge of international supply chain flows, documentation procedures, and local carrier, forwarder, and Container Freight Station (CFS) operations.

• Strong working knowledge of local customs and transport regulatory requirements.

• Professional proficiency in both written and spoken English, with strong communication capabilities.

Benefit:

• Monthly Basic Salary

• Seniorit13th Month salary

• Annual Cash Bonus

• NSSF (Cover 100%)

• Health and Accident insurance from Forte (Cover spouse and children)

• Medical Claim

• Annual Health Check-up

• Opportunity to contribute to a global company's success.

• Fast-paced and engaging work environment.

• Compliance with Cambodian labor law.

• Access to global training opportunities (Prepared by Singaporeans)