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| 搜索工作首页 > CEVA > Customer Service Supervisor |
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Customer Service Supervisor |
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| Customer Service Supervisor职位说明及要求 | |
| 职位描述： Job Description: -To represent the Company as first point of contact with the Customer -To lead a team of customer service specialists -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 Managerfor 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. Special skills/knowledge: -Inter-personal -Facilitation -Presentation -Communication -Influence -Decision making -Project Management -PC & numerical skills Qualification: -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. |
| 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： |