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Job Post

Manager, Customer Service Export

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Job Responsibilities:

  • Provides support service to the organization by obtaining, analyzing and verifying accuracy of information in a timely manner.
  • Initiates and implements corrective actions as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. 
  • Co-ordinates and take ownership in resolution of challenging situation.
  • To manage, monitor and coordinate all customer service for export.
  • Collaborate with other departments for the purpose of implementing and maintaining service level to customers.
  • Performs personnel functions in evaluating, supervising, staff development for the purpose of maintaining and enhancing productivity of team and achieving objectives set.
  • Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of work unit.
  • To liaise closely with customers, shipping agents, principals and other relevant stakeholders.
  • Maintain and participates in team’s objectives to ensure accuracy, efficiency and timely responsiveness on key deliverables:
    • Reporting (Daily, Weekly & Monthly Report)
      - Analyse and revert counter measure for any areas that falls out of KPI & SOP​
    • Continuous Improvement
      • Be the Champion to Change Management
      • Continue to drive Process Improvement
      • Promote Lean Process
      • Deliver Projects timely and accurately
    • Communications
      • 90% Calls must be answered within 5 seconds
      • Abandoned calls must be less than 5%
      • 90% emails must be attended within 2 working hours

Job Requirements:

  • Focus
    • Attention to detail, highly organised process –focused aptitude
    • Ability to work under pressure and deliver to continual deadline constraints
    • Result oriented, analytical, resourceful and able to work in a highly dynamic environment.
    • Autonomy – ability to work independently with minimal/no supervision.
  • Teamwork
    • One team mind set
    • Above average” man management “ skill in a multi ethnic setting
    • Able to impact business activities and influence staff and peers
    • Good interpersonal skill, ability to go get along well with a variety of personalities and individuals.
  • Simplicity
    • Able to obtain continuous improvements in processes
    • Excellent conceptualisation and analytical skills
    • Complex management experience and track record essential
  • Knowledge
    • All round knowledge and experience of all aspects of container shipping, with minimum 5 years related working experience in shipping or forwarding industry.
    • Good hands-on IT ability and able to quickly assimilate in house systems and improve with work around and local developments as needed
    • Customer oriented, meticulous and well organized.

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