The position takes lead for Regional Import customer service. The Customer Service Manager is instrumental in ensuring that customers receive excellent service, addressing their needs, and continually improving the customer experience.

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

Customer Relationship Building
61 Maintain relationships with clients through various activities including regular calls, face-to-face visits and conf calls. Listen to customers’ voices.
61 Understand customer’s business. Try to know how customers running their business and understand the background of customers’ needs
61 Make correct decisions and solve escalation from customers’ request and special demands.

Team Engagement
61 Establish, measure and report key performance metrics for team focused on delivering extraordinary customer experience.
61 Drive to bring in a culture of customer-centricity in the organization.
61 Support on customer service transformation and focus on deliver constructive KPI and China scorecard.
61 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.
61 Develop people by coaching, training, motivation, mentoring etc., build the talent pool for the company.
61 Lead a remote team to engage to work for a high performance.
61 Have good emotional intelligence for managing both self and others.

Others
61 Support and contribute for company strategy (projects and system)
61 Generate initiatives to serve for better experience to the customers.
61 Build up good relationship with internal stakeholders including operation, sales, trade and GBS, finance, etc. and handle customer’s complex case through internal collaboration across different functional teams.
Be responsible for any other assignments as and when requested by Company Management or ARO/HO Management.

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 demeanour, 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.