Supervisor, Customer Service and Support

Job Description

Job Purpose: Manage a group of operational employees. Be responsible for the people management as well as the service delivery to the customers. Manage KPIs for operations and the customer. Job Responsibility: Operational • Provide operational updates to Manager on regular basis. • Address customer inquiries and concerns regarding customer shipments. • Pull data from various systems and provide analysis for required reporting. • Determine KPIs to drive team performance- Systematically escalate problematic issue. • Answer customer questions by phone and email. • Review customer performance, work on correction action, meet with customers. • Oversee timely documentation and billing to customer. Business Processes • Regularly review and streamline operational procedures to adapt to changing. industry trends and best practices. • Ensure compliance of all relevant policies, procedures and processes – both internal and external (i.e. regulatory). • Support in the implementation processes Stakeholder Management • Liaise across teams internally to ensure timely delivery of services to customers. • Create and maintain a cordial business relationship with various stakeholders through regular feedback sessions and communication. • Ensure customers' satisfaction meet the KPIs set; issues are responded and dealt with in a timely manner; devise solutions for service recovery and gaps closure where appropriate. • Engage local vendors/suppliers/stakeholders to seek solutions to add value to customers. • Ensure Business Continuity Plan are in place and evaluated for effectiveness periodically Leadership and Direction • Manage daily work flow of the team and meet customer expectations. • Recruit, train, and develop a team of specialists. • Plan schedules, assign and delegate work to team members to meet deadlines. • Provide performance feedback and conduct regular performance reviews. • Prepare reports for local/regional Management/Senior Leadership team. • Empowers team members to create the innovative solutions for our customers. • Backup team members as needed and handle difficult escalation issues

Job Requirements

- Minimum of 5 years of hands-on experience in Logistics, Freight Forwarding Services, or a related sector. - Proven track record of managing and supervising a team of 10 to 15 personnel. - Deep knowledge of international supply chain flows, documentation procedures, and local carrier, forwarder, and Container Freight Station (CFS) operations. - Strong working knowledge of local customs and transport regulatory requirements. - Professional proficiency in both written and spoken English, with strong communication capabilities. Benefit: - Monthly Basic Salary - Seniorit13th Month salary - Annual Cash Bonus - NSSF (Cover 100%) - Health and Accident insurance from Forte (Cover spouse and children) - Medical Claim - Annual Health Check-up - Opportunity to contribute to a global company's success. - Fast-paced and engaging work environment. - Compliance with Cambodian labor law. - Access to global training opportunities (Prepared by Singaporeans)