Supervisor, Customer Service and Support (Export)

<b>Job Purpose: </b>
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.

<b>Job Responsibility: </b>
<b>Operational</b>
• 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.

<b>Business Processes</b>
• 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

<b>Stakeholder Management </b>
• 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

<b>Leadership and Direction</b>
• 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.

<b>Benefit: </b>
- 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)