DETAILED JOB DESCRIPTION
1. Supervise and manage a team of customer service representatives, providing coaching, training, and performance evaluations.
2. Develop and implement strategies to improve team efficiency, customer satisfaction, and operational excellence.
3. Establish performance metrics, KPIs, and service level agreements for the customer service team.
4. Conduct regular team meetings and one-on-one sessions to address challenges, share best practices, and maintain team cohesion.
5. Oversee daily operations for Sea/Air export shipments, including booking, tracking, and customs clearance.
6. Review and approve customer clearance documents, booklets, commodity inspections, etc.
7. Manage escalated customer issues and develop systematic solutions to prevent recurring problems.
8. Build and maintain relationships with key stakeholders including agents, coloaders, shippers, and consignees.
9. Coordinate communication between operation departments and overseas agents.
10. Collaborate with pricing departments to develop competitive pricing strategies and solutions.
11. Monitor data quality and system integrity, ensuring proper documentation and record-keeping.
12. Lead initiatives to address early/late shipment challenges and develop contingency planning processes.
13. Implement customer feedback systems and use insights to drive continuous improvement.
14. Analyze customer needs and market trends to identify potential business opportunities.
15. Prepare comprehensive operational reports and present findings at management review meetings.
16. Manage departmental budget and resource allocation to maximize efficiency.
17. Participate in cross-functional projects aimed at improving overall company performance.
18. Any other tasks assigned by operations director.

WORK EXPERIENCE REQUIREMENTS
1. Minimum 5-7 years of experience in global forwarding industry, with at least 2 years in a supervisory role.
2. Proven track record in managing customer service teams in logistics or international shipping.
3. Extensive experience in Ocean/Air Export operations and procedures.
4. Demonstrated ability to develop and implement customer service improvement initiatives.
5. Comprehensive knowledge of international shipping, logistics, customs regulations, and related industries.
6. Experience with performance management, coaching, and team development.
7. Strong background in customer relationship management and conflict resolution.
8. Proficient MS skills: Outlook, Excel, Word, PowerPoint, and experience with CRM/logistics systems.
9. Customer-oriented with exceptional communication and interpersonal skills.
10. Advanced problem-solving abilities with strategic and analytical thinking.
11. Demonstrated ability to work under pressure and manage multiple priorities.