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Customer Care Associate

2 months ago

George Town, Penang, Malaysia CMA CGM Full time

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you "Dare to Grow" with us?

Key Responsibilities:

  1. Day-to-Day Operations:
    • Serve as the first point of contact for customers, carriers, suppliers, and other supply chain stakeholders during daily business operations.
    • Handle customer orders, including documentation and transport booking with carriers, ensuring adherence to specified routing and service levels.
    • Monitor transport execution to ensure that all supply chain stakeholders follow established work standards and instructions.
  2. Request and Incident Management:
    • Manage customer requests and handle supply chain incidents or disruptions effectively.
    • Inform supervisors and relevant stakeholders of any issues in a timely manner.
  3. Visibility and Event Management:
    • Ensure that tracking event updates (milestones) are provided on time and accurately by suppliers and carriers.
    • Follow up on missing events and investigate any data inconsistencies to maintain accurate supply chain visibility.
  4. Reporting and Performance Measurement:
    • Assist supervisors in preparing monthly and quarterly business reviews, and other reporting needs.
    • Support the analysis of standard KPIs and reports to help identify areas for process improvement.
  5. Supplier Management:
    • Assist in the onboarding of new suppliers to ensure compliance with global order, event, and SOP requirements.
    • Monitor supplier performance and compliance with established processes.
  6. Process Governance:
    • Act in accordance with all relevant SOPs, work instructions, and job-specific procedures to ensure process governance.
    • Support the implementation of changes to processes or policies as determined by the process owners.
Requirements:
  • Education: A diploma or degree in supply chain management, logistics, business administration, or a related field.
  • Experience:
    • 1 to 2 years of experience in supply chain operations, logistics coordination, or transport management.
    • Experience in managing customer orders, transport bookings, and incident management.
  • Language Skills: Fluent in Mandarin and English to effectively communicate with stakeholders.
  • Skills:
    • Strong organizational and communication skills for managing multiple stakeholders.
    • Problem-solving skills for handling supply chain disruptions and data inconsistencies.
    • Proficiency in logistics software and supply chain management tools.
    • Ability to analyze KPIs and reports, providing input for performance improvement.
    • Attention to detail and ability to follow established processes and work standards.
Working Conditions:
  • This role may involve working in both office settings and interacting with external stakeholders, such as carriers and suppliers.
  • Occasional availability outside of regular working hours may be required to manage urgent supply chain incidents.

#LI-RI1

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.