Job scope:
- Execute agreed SOP to ensure stable service level and performance;
- Liaise with the related stakeholders ( i.e. Operations/Product/FICO/IT/Stations/Commerical/ Implementation) to resolve day-to-day operational issues or related customer complaints;
- Handle reports per business required & be responsible for report optimizations;
- Handles escalations or escalates further if required;
- Execute aligned corrective actions to achieve deliverable KPIs with allocated customers to ensure customer satisfaction;
- Retain a sustainable relationship with allocated customers on daily operation; well communicate with responsible functions to ensure the fulfilment in daily operation per service agreements;
- Participate in and support the implementation of programs to meet mandated customer requirements;
- Prepare & lead regular performance review meeting with customers (e.g. MBR,QBR,YBR);
- Launch performance / service quality improvement activities when observe performance failure;
- Be flexible on account support;
Requirements:
- At least 3 years in a working experience in a service related role, preferably in the logistics and supply chain industry;
- Excellent knowledge of LOGISTICS and/or the freight forwarding and/or contract logistics business;
- Better have ocean freight / airfreight / domestic freight operation experience;
- Excellent Product Knowledge and MS Excel & PPT Skills;
- Good communication and interpersonal skills;
- Excellent analytical and Problem Solving Skills;
- Good program management & quality management knowledge;
- Good presentation skills;
- Fluent English in written and speaking;