Customer Service Manager - Logistic | Trưởng Phòng Chăm Sóc Khách Hàng - ngành Hậu Cần

<Job Responsibilities>
• Set and evaluate the monthly and yearly budget and KPI for the teams under your management.
• Identify areas and improvements and generate solutions for new challenges.
• Oversee cost-effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.
• Review and analyze customer insights, then provide development plans focusing on continuous improvement and innovation.
• Provide support to large accounts where needed.
• Ensure team members are current on all current industry-related news and regulations.
• Liaison with other managers in the country to develop SOP, KPI, action plan, and other procedures.
• Handle all customer escalations that the Business Marketing Assistant Manager or Supervisor could not solve.
• Promote company products such as BSA, charter, TPEB, and so on to existing customers and set up strategies to develop potential accounts and fill up the space the company procured.
• Interpret and analyze sales information to maximize sales, profit, and feedback recommendations to management and sales team.
• Foster teamwork and maintain highly motivated team members through effective leadership, communication, and guidance.
• Obtain and share market information with the related team.
• Work with senior team members to identify and manage company risks that might prevent growth.
• Implement training for team members to sell all company products such as Ocean, Air, CBT, Warehouse, and VAS Services, both inbound and outbound.
• Participate in MBR and QBR internal company, or with customers if needed.
• Sign documents that are authorized by higher management.
• Make regular reports related to service quality to management.
• Timely submission of sales reports to direct manager or higher levels when required.


<Necessary Skill / Experience >
・Age: under 45 years old
・Education: Bachelor’s degree in Business administration, Logistics, International Business or other related to Business.
・Gender : any
・Language: English at Business level
・Experience: At least 7 years of working experience in the forwarding, and logistics industry with experience with all aspects of operation procedures.

<Skill >
• Proficient in personal computer skills and the business systems relevant to the position to enable the identification of operational problems.
• Management skills.
• Communication, presentation, and negotiation skills.
• Being able to work under high pressure.

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