3pl/4pl Customer Service Team Leader

4 weeks ago

Bandar Sunway, Malaysia Agensi Pekerjaan Smarttrend Sdn Bhd Full time

Lead a team of Customer Services agent (Front-Offices, Back-Offices, Billing Auditors...)
- Ensure the targets (performance, quality, cost) are reached by the team who is responsible for
- Lead the team by bringing team spirit, encouraging continuous improvement initiatives
- Coach the team by sharing his/her experience and bringing trust and self-confidence
- Organize the daily team attendance and involvement (hybrid management, back-ups...)
- Alert his/her direct Manager in case of dysfunction internal to the team
- Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix

Both, Supervise and Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer
- receive and control customer bookings according to the processes in place
- Contribute to the continuous improvements and savings for the customer (optimization, consolidations...)
- ensure the data quality and assign customer booking to a selection of 3PLs
- monitor shipments on regular basis (3PL shipment confirmation, milestones completion, etc.)
- drive corrective actions when required (missing event, missing document etc.)
- monitor delays and deliveries events using the dedicated IT solutions (TMS, collaborative platform, BI...)
- alert the customer team pro-actively in case of deviation and propose alternative solutions
- communicate with internal (regional and overseas) and external organizations
- ensure that all communications generated in the related IT solution (chat, tasks etc.) are handled in a timely

manner.
- create the reports and analysis to give a consolidated vision of the flows for a single customer
- track and provide corrective actions for the customer complaints

Deliver Customer Satisfaction
- manage and supports order management to ensure the best possible service level
- meet deadlines and ensure completion of customer service tasks within the expected time frames
- ensure a consistent and pro-active communication flow with the customer
- act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
- prioritizes, resolves and/or escalates issues to secure the customer’s interest
- represent internally and externally
- Use the tools and communication to react to customer requests
- Act as Single point of contact for the customer
- Report saving initiatives to the dedicated department
- provide his/her expertise in transportation management
- Use of the technologies to be more efficient and work with the Customer Business Solution (I.T

representative)

Contribute to improve Partners and Vendor performance
- monitor the 3PLs service quality and give feedback to the Hub manager
- monitor the good deployment and efficiency of new operational practices with the 3PLs
- Contribute to formalize the SOP
- provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
- set up and monitor corrective action plans in agreement with the Hub manager

SKILLS

management, communication and transport operation management.
- Transport Operations Management (Airfreight, Seafreight, Rodafreight)
- Good communication skills (English is a must, another language a +)
- Team spirit and leadership
- Well organized and able to structure a small team (around 10 people max)
- Service minded personality
- hands-on approach and curiosity, can-do and positive attitude
- problem solving ability
- Ability to work under pressure

EXPERIENCE
- Proven track record in a similar role, ideally in a 4PL environment
- Minimum of 4 years of transport management / freight forwarding experience (Air & Sea operations)
- Minimum of 1 years of customer service experience

QUALIFICATIONS
- Sound educational background or comparable business experience (international trade, logistics, supply

chain etc.)
- Good knowledge of Air and/or Sea transportation is a strong asset
- Fluent English is mandatory

ORGANIZATION / RELATIONSHIPS
- Direct reporting line to the 4PL Hub Manager or 4PL Operation Manager.
- Customer: customer care, operational buyer, transport manager.
- 3PLs: both internal and competitors.

**Salary**: RM5,000.00 - RM6,000.00 per month

Ability to commute/relocate:

- Bandar Sunway: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have experience of transport management / freight forwarding experience (Air & Sea operations)?
- Do you have experience (international trade, logistics, supply

chain?

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