[HCM] - Customer Service Supervisor

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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

Mô Tả Công Việc

*JOB PURPOSE:*

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.

*ROLES & RESPONSIBILITIES:*

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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Yêu Cầu Công Việc

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.

Địa Điểm Làm Việc

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.

Xem toàn bộ thông tin công ty
285 Cach Mang Thang Tam, Ward 12, District 10, Ho Chi Minh City
100-499 nhân viên
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