Customer Service Manager

Detail

【Job Description】
- Lead and manage the team. Support and solve problem of individual customer service colleague.
- Monitor department to achieves recognized levels of productivity as related to operational functions and meets customer satisfaction.
- Review productivity on the team and align with appropriate headcount & team structure.
- Ensure operations are run within KPI parameters and develop/maintain relevant key performance indicator reporting tools.
- Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
- Perform yearly appraisal with team members and provide individuals with feedback, objectives and plan training/development.
- Support Team to be able to complete to ensure employees are engaged with the business and a follow-up from the Appraisal.
- Develop inter-departmental communication and work with the Senior Management team.
- Develop close links with Head Office, Overseas Agencies, Suppliers and Customers.
- Attend meetings such as Team meetings, customers and new customer integration.
- Maintain a flexible approach to Customer Requirements in order to aid agency growth.
- Produce Ad Hoc reporting and investigation for Branch Manager or Senior Management.
- Ensure the accurate processing of customer delivery and release requests and confirmations within agreed timescales
- Develop Team members, and ensure there is focus on developing their direct reports, as part of an ongoing talent management and succession strategy.
- Handle customer complaints and develop/support team members in how to handle for future situations.
- Lead and manage strategic projects to support the growth and development of the business.
- Effectively exercise optimum output between supply side (Company Space Allocation) and demand side (Existing and Potential customers’ satisfaction.)
- Manage Performance Improvement Plans with the support of Team Leaders for individuals not meeting the business set targets.
- Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
- Ensure customer profile is kept fully up to date with customer requirements.

【Qualification】
- Degree in Business/Management or relevant experience at an equivalent level (Essential)
- Proven background in shipping and logistics (Essential).
- Team Management Experience (Essential)
- Excellent people management, leadership, coaching and motivation skills
- Excellent communication and interpersonal skills
- Excellent organizational skills at both a strategic & operational level with strong attention to detail.
- Capability to work under pressure.
- Proactive problem-solving skills.
- Create, build, and sustain team morale and build enthusiasm.
- Self-motivated & organized.
- Presentation Skills
- Team Player
- Project Management Skills
- Thorough knowledge of Shipping process, procedures, rules & regulations
- Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required. 8 – 10-year experience in Customer Service functions and department management.
- Computer literate and capable of producing reports and analysis of data.
- Fluent in English both written and spoken

【Allowance & Benefit】
- Transportation
- Provident Fund
- Training
- OT
- Social Security
- Health Insurance
- Accident Insurance
- Company Trip
- Bonus

【Working Hour】
Mon-Fri 08.30-18.00