Job Summary:
The position takes lead for China special cargo business, ensure compliance for DG, Reefer, OOG/BBK. Coordinate with cross teams and be fully responsible of leading the dedicated team to manage special cargo customer satisfaction and solution generation. It is also requested to optimize special cargo process and finally enhance the customer experience and avoid potential risk.

Key Responsibilities：
Service Level Management
- Set strategic direction for China special cargo customer service team to achieve key objectives and deliver a quality service to customers.
- Monitor SLA, Ensure customer Service Levels are maintained as SOP or alignment.
- Proactively to make continuous improvement and ensure team’s quality assurance.
- Respond to customer calls, cases to provide support, answer questions, and resolve issues
- Resolving complaints in case of unexpected shipment disruptions/ issues
- Address customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
- Collaborate with key stakeholders and manage communication between different Teams (Agency, HO, Customers…)
- Follow up on TPS and NPS FEEDBACK.
- Support and contribute for company project landing.

Customer relationship building
- Maintain relationships with special cargo clients,3BA and ship agents. through various activities including regular calls, face-to-face visits and conf calls. Listen to customers’ voices.
- Understand customer’s business. Try to know how customers running their business and understand the background of customers’ needs.
- Make correct decision and solve escalation from customers’ request and special demands.

Team Engagement:
- Establish, measure and report key performance metrics for team focused on delivering extraordinary customer experience.
- Drive to bring in a culture of customer-centricity in the organization.
- Support on customer service transformation and focus on deliver constructive KPI and China scorecard.
- Develop people by coaching, training, motivation, mentoring etc., build the talent pool for the company.
- Creative and innovative, can comfortably handle risk and uncertainty. Able to establish long-range objectives and the strategies to achieve them with agility, sees the big picture.
- Lead a remote team to engage to work for a high performance.
- Have good emotional intelligence for managing both self and others.

Others
- Support and contribute for company strategy (projects and system)
- Generate initiatives to serve for better experience to the customers.

Required Experience & Skills：
1. Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)
2. Excellent customer Service Experience (minimum 2 years of customer facing activity)
3. Strong leadership/remote management, delegating/cascading skills, professional, autonomous with strong ability to drive forward.
4. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
5. Great customer facing skills with ability to build and nurture relationships.
6. Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
7. Capability to work under pressure. Have logical thinking and proactive mind set.
8. Basic proficiency with MS Office
9. Bachelor’s degree or above.
10.Fluent in spoken and written English.