[HCM] - Customer Service Supervisor

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What We Can Offer

Meals Allowance, 13th salary, Yearly Bonus-Salary Review, Wellness Program; Free coffee/tea/pantry
Extra Insurance for employee & dependents, 16 AL days, Engagement activities during a year
Varied kinds of training, from functional technical - soft skills; Career Development Program

Job Description


This position is responsible for delivering APLL commitment to key customers, meeting day-to-day operations requirements of the customers. The position manages a team of over 10 Customer Service Representatives to achieve excellent customer service satisfaction through defined and agreed processes. He/she participates in organizing vendor seminar program (VSP) to ensure vendors understand and acknowledge customers’ requirements and standard. He/she supports the implementation of Vendors Logistics Program through periodic visits and consultation to vendors to ensure vendors understand and acknowledge customer requirements and standards. The position helps to coach; train; develop customer service representatives to ensure they are qualified to handle customers’ logistics requirements.


1. Customer / External:

- Actively assist or participate in implementation or business review with existing or new customers to deliver Operational Excellence assurance and drive business growth/success.
- Continuously identify service gaps, make recommendations and implement solutions to enhance customer satisfaction.
- Active engagement of local vendors / suppliers / stakeholders to seek solutions or value add to Customers, including BCP in times of crisis.
- Develop and drive Vendor Logistics Program with the aim to grow local revenue.

2. Process:

- Conduct periodic meetings with the team to ensure compliance with customers’ standards and requirements, daily process integrity and compliance from booking to Document issuance to PO creation.
- Execute established processes and audit measures.
- Periodic review of productivity, workforce, competitor benchmarking, and relevant KPIs.
- Actively engage with internal stakeholders (Finance, Service Quality, Operations, IT etc.) on process improvements/innovation.

3. People - Management:

- Review and suggest team organization structure, roles and responsibilities and performance targets for the team.
- Establish a culture of service excellence, flexibility and cost consciousness.
- Manage peak/off-peak resource allocation and drive inter – team / department workflow efficiencies.
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Job Requirements

1. Qualification: University Degree or equivalent

2. Requirements:

- With a minimum 6 years working experience in the logistics industry and proven track record in Customer Service/Operations.
- In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows.
- Track record in managing large accounts (complex business rules) and engaging MNC stakeholders.
- Highly data-driven and process-minded leader.
- Able to leverage technology or mobilize suitable stakeholders to implement solutions.
- Cross functional experience is highly preferred.
- International work experience is advantageous.

Job Locations

285 Cách Mạng Tháng Tám, Phường 12 (Quận 10), Quận 10, Thành phố Hồ Chí Minh, Việt Nam

APL Logistics is the go-to global supply chain specialist for companies in the Automotive, Consumer, Industrial and Retail sectors.
In Vietnam, APL Logistics is one of top consolidator in Retail sectors with 4 offices and 5 modern warehouses across the countries, providing a comprehensive range of supply chain and logistics solutions, supported by partnerships with local market leaders.
APL Logistics is a member of the Kintetsu World Express group, a global logistics services provider. For more information, visit www.apllogistics.com.

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285 Cach Mang Thang Tam, Ward 12, District 10, Ho Chi Minh City
100-499 staffs


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