You will supervise and guide the customer care & operation team with the objective of delivering optimal customer experience and operation excellence through a well- structured, professional and motivated team.

- Proactively supervise the team via workload and reallocation monitoring, recruitment, performance management, disciplinary, training, improvement, etc.

- Planning and forecasting for the customers handled by the team.

- Root cause analysis for deviation and work out the related resolutions to avoid any future occurrence.

- Participate in workshops and conference calls with different stakeholders related to queries and deviations

Your Responsibility 职位描述  

1. Follow up SOP/KPI to improve working efficiency, adjust workload based on regular measurement.

2. Set up proper back up system in team ensure work can be covered upon any absence. 

3. Handle service problem, complaints and claim from relevant parties, report to direct supervisor timely if any service failure and issue accident/TCD report.

4. Ensure operation system is 100% implemented, follow up with each system operator if any non-compliance.

5. Strictly follow and implement company credit policy, monitor and settle the outstanding accounts with the customers and business partners.

6. Support business development & sales team (including quotation preparation, local charge update, etc) to discover and develop potential customers to target/secure new business.

7. Being proactive part of continuous improvement program with corporate accounts.       

8. Give training and coach to team member on regular basis. 

9. Various report preparation and any adhoc task assigned by the manager.  

We Expect

1. CET 4 or above is a must, fluently read, speak and write in English  

英语四级以上，听说读写流利

2. More than 5-year experience in freight forwarding, familiar with shipping FCL & LCL products 

有5年以上国际货代经验，熟悉海运拼箱和整箱操作流程

3. More than 2-year experience as team leader, detailed focused, know well how to monitor team member and willing to learn for career growth. 

2年以上管理经验，善于关注细节与赋能团队。抗压能力强且有愿力持续提升自我

4. Good communication skills, strong sense of team spirit and responsibility. Ability to multi-task, manage time well and finish work before deadline.

良好的沟通能力及强烈的团队协作精神与责任心。 能同时处理多项任务，良好的时间管理能力并按时完成工作。

5. Experience of Transpacific routes (USA & Canada) is a plus 

北美航线经验为佳。

6. Experience of project cargo handling is a plus 

有项目货操作经验为佳。

We offer

1. Competitive salary and benefit package 良好的薪酬和福利体系

2. Internal job transfer opportunity 内部轮岗体系

3. Talent development program 内部培训提升机制

4. Inspiring work environment and culture for career building 积极向上的工作环境和团队文化

5. Competitive remuneration and professional career development path will be offered to the highly qualified candidates. 为优秀的候选人提供有竞争力的报酬以及专业的职业发展路径。