SCM Customer Service Team Lead ( Chinese Speaking )

Key responsibility:

• Work with related teams and stakeholders to manage the customer's International Supply Chain.

• Ensure smooth execution of the end-to-end shipments by working closely with the customers, carriers, and vendors as well as internal stakeholders.

• Take ownership of the customer issues and solve them in an urgent and responsible manner.

• Handle the booking and planning process with vendors/ shippers (Vendor coordination)

• Handle query resolution with shippers/ customers/ Key Account Managers. Ensure timely resolution and response to the customers.

• Responsible for cross-selling and up-selling, as well as customer retention targets.

• Record and report the performance of the designated Process or Services that help provide suitable recommendations on: Service delivery wins & Service failures

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

• Comply with customer SOPs and monitor respective KPIs

• Prepare reports assigned by the Manager

• Support CS Manager in leading and managing the Customer service team to focus on the key Customer Service Drivers: Easy to Do Business with, Timely Delivery of Documents; Pro-Active Notification; Exception Management; Efficient claim handling.

• Ensure service delivery is aligned with the agreed client SLA’s

• Having at least 04 years of experience in Supply Chain Management / Operation Management / Customer Experience or similar roles in the freight forwarding and logistics companies

• Chinese speaking fluency

• Having good experience managing the Operations / Customer service teams in the Logistics sector is a plus

• Good experience in Supply Chain Management (SCM) / end-to-end logistics products service delivery is a big plus

• Having a Bachelor’s Degree, majoring in Logistics and Supply Chain Management is preferable

• Language proficiency: Professional communication in English is a must. Chinese communication skill is a very big plus.

• Have a Customer-centricity mindset with a continuous improvement approach

• Have excellent interpersonal and communication skills and analytical skills

• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills

• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions

• Team player – Works together with others in the business unit to achieve results, fosters teamwork.