Export Operations Team Leader

2 weeks ago

Penang Island Penang, Malaysia Toll Global Forwarding (Malaysia) Sdn Bhd Full time 90,000 - 120,000 per year

Job Description

Elevate Your Career as an Export Operations Team Leader (Ocean Freight)

The Opportunity:

In this role, you will be at the forefront of our export operations, playing a key part in ensuring seamless and exceptional service delivery to our valued clients. You will not only cultivate and nurture professional customer relationships but also act as a vital link between our customers and internal teams. Your ability to understand their needs, provide expert guidance, and proactively resolve challenges will be crucial to our continued success. You will also be responsible for the direct supervision, training, and development of a team of around 10-15 predominantly entry-level export customer support professionals.

Here's how you'll make an impact:

  • Champion Customer Success: Develop and maintain deep, professional relationships with our export customers, understanding their unique requirements and ensuring their satisfaction at every touchpoint.
  • Drive Operational Excellence: Oversee and support account management activities and transaction processing, ensuring accuracy, efficiency, and adherence to established procedures.
  • Be the Go-To Expert: Provide comprehensive support for customer transactions, proactively addressing their inquiries, feedback, and requests with insightful solutions.
  • Masterful Collaboration: Liaise effectively with a diverse range of internal stakeholders (operations, sales, documentation, etc.) and external partners (carriers, customs brokers, etc.) to guarantee contractual obligations and service standards are consistently met.
  • Proactive Problem Solver: Efficiently respond to customer queries, meticulously investigate issues, and implement timely resolutions in accordance with customer agreements and internal processes.
  • Inspire and Empower Your Team: Lead and mentor a dedicated team of export customer service professionals, fostering a collaborative and high-performing environment focused on achieving operational goals and exceeding customer expectations. Leverage your specialist experience to guide and develop team members.

What you'll need to succeed:

  • Proven Expertise: A minimum of 2 years of hands-on experience within the Freight Forwarding industry, specifically with Sea Freight Export operations.
  • Relationship Builder: Exceptional interpersonal and stakeholder management skills, with a demonstrated ability to build rapport and influence effectively at all levels.
  • Customer-Centric Mindset: A strong understanding of account management principles, transaction processing best practices, and the ability to provide insightful technical and product support.
  • Leadership Acumen: Value add if you have experience in leading and motivating teams to achieve operational targets and deliver outstanding results.
  • Exceptional Communication Skills: Fluency in both English and Mandarin (spoken and written) is essential to effectively communicate with our diverse customer base and international partners.
  • Flexibility to support during public holidays and overtime when needed.

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