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Customer Service Supervisor |
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| Customer Service Supervisor职位说明及要求 | |
| Report To: C/S Manager JOB SUMMARY: To represent the Company as first point of contact with the Customer To lead a team of customer service specialists PRINCIPAL DUTIES AND RESPONSIBILITIES: To take all incoming calls from customers， facilitate， coordinate or give direct responses as required. Take shipment booking from customers Coordinate with operations to arrange for shipment pick up Communicate customers‘ requirements to operations for any special handling such as COO certificates/ fumigations/ special license application/ additional packaging for shipments if applicable Disseminate agreed/ required due dates of shipments upon booking from customer to operations/ sales To send customized shipment pre-alerts as specifically required by customers as agreed by operations and sales during set up (Generic shipment pre-alerts are still required to be sent by operations) Follow up for orders from customers with from SOP to POD. Pro-active notification to customers as and when there is an updating and changes to the status. Monitor and ensure GSU updates are completed and entered timely by operations team Manage and follow up with destination for destination milestones and the timely update into GSU Generate customer specific reports in their requested format Monitor incoming shipments and investigate with origins on any current/ potential delays Pro-actively update customers and business owners of shipment issues/ discrepancies/ delays Organize independent/ 3rd party surveys for damaged/ pilfered shipments on behalf of customer/ their appointed agents if any as requested， and our operations team Coordinate with operations on the release of documents to agents/ customers if shipments are to port Follow up with operations to ensure shipments get out for delivery timely Check GSU to ensure that all the mandatory milestones are updated within the set timeframe Create simplified/ local work instructions for both CS and operations to follow based on SOP by Account Owners Respond to ad-hoc rate requests direct from customers by coordinating with sales on the rates to propose. This will include following up with the sales team to ensure that a sales representative is appointed to take over the customer. Take customers feedbacks/ complaints， documenting the same in the record and escalating to the CS Manager for advice and resolution. Maintain issue logs for accounts handled and ensuring all issues are attended and responded to timely with proper documented evidence. Ensure that all existing customers requirements as notified to CS directly by the customers， will be disseminated to Ops， Sales and management and will be adhered to by them. Attend relevant customer meetings as required of the business， with the presence of the CS Manager， Sales or Account Managers. Provide feedbacks or intelligence with relevance to the accounts handled， with customer retention in mind. Any other ad-hoc customer service related activities as and when assigned by the Supervisor or Manager. Supervise a team of customer service specialists， who will be responsible for a group of accounts. JOB REQUIREMENTS Context The Customer Service team will be the bridge between the sales and the operations element and co-ordinate/drive the improvement activities across the region. Reporting relationships & Contacts Internal: Customer Service Manager External: Target clients‘ decision makers concerning transportation， logistics and customer service at middle， senior management and even board level Problem Solving Required to act as the lead in issues troubleshooting， this person is requested to advise customers on the most effective and efficient solution， whilst focusing on service effectiveness/cost/maximization for EGL. Decision Making This person will make key decisions on personnel versus account fit and suitability. He/ she will also be responsible for making suitable/ sensible decisions beneficial to the company as the escalation point for the CS Specialists. Planning and Organization As a leader， this person will be responsible for identifying suitable resources to fit the different needs/ requirements of different customers and he/ she is to ensure also that the team is operating at its maximum efficiencies and all resources are optimized. Job Challenge To assist EGL to gain service excellence. To further improve the quality output of EGL‘s service offering to the respective customers. EXPERIENSE & EDUCATION Diploma/ GCE ‘A‘ level or equivalent in Business/Logistics， with minimum 3 year related experience or Tertiary educated in Business/Logistics， with minimum 1 year related experience. Strong project management knowledge and background is preferred. A clear systematic & analytical thinker， who is process orientated. Possesses a structured approach to problem solving. Ability to translate concepts to reality， and clearly communicate that reality. Can operate within a rapidly changing environment. The following skills are necessary for the position: Inter-personal Facilitation Presentation Communication Influence Decision making Project Management PC & numerical skills ORGANIZATION STRUCTURE; The Customer Service Manager will lead 1 or more teams， comprising of a Customer Service Supervisor， and a few specialists. SPECIAL SKILLS/KNOWLEDGE: WORKING CONDITIONS: General office environment. Work is generally sedentary in nature， but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate， and there are no hazardous or unpleasant conditions caused by noise， dust， etc. Work is generally performed within an office environment， with standard office equipment available. PHYSICAL REQUIREMENTS: Must be able to read， write， and communicate fluently in English. Must have good vision. This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor. |
| CEVA地址和其它联系方式 | |
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电子邮箱：shelley.wang@cevalogistx.com.cn 公司网址： |