Customer Service Manager

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritise, and manage time effectively
• Ability to work independently & to carry out assignments to completion within parameters of instructions given & standard accepted practices.
• Proficiency in spoken and written Mandarin is an advantage.

• Financial budget
• Business forecast and strategy
• Business expansion
• Risk management (identification and mitigation plan)

• Improve systems and procedures
• Enhance work productivity
• Optimize resources
• Achieve cost savings
• Fulfill customers' contractual KPIs
• Ensure prompt invoicing and debtor aging management
• Deliver customer service excellence
• Cooperate to ensure coordinated development and targets of all Group BUs are achieved.
• Coordinate with Corporate Functions and/or other BUs to complete operations or projects as needed.
• Receive customer calls and accurately input orders into the system.
• Identify customer needs and communicate clearly with relevant internal departments.
• Maintain existing customer base through effective customer service skills.
• Source best rates from Liners & Agents.
• Liaise with internal & external customers, suppliers, and agents regarding freight shipments/bookings.
• Oversee and support the team in daily seafreight operations of FCL/LCL/consolidation worldwide.
• Plan cargo operations and maintain close coordination with clients, overseas agents, and internal departments.
• Delegate Customer Service tasks for preparing Bill of Lading (Seaway Bill, Surrendered B/L, Original B/L & House B/L).
• Notify customers of any activities that may result in late delivery.
• Handle customer complaints promptly, leading internal departments to ensure timely closure/updates.
• Coordinate with warehouses, inventory, and haulage for incoming and outgoing deliveries.
• Standardize process mapping for Customer Service and Freight Department.
• Liaise with clients and agents regarding HS codes and provide duty/tax estimates upon inquiry.
• Work with EDI, Dagang.NET, and Port VGM submissions.
• Collaborate closely with the sales team to meet customers' operational requirements.
• Train and mentor employees.
• Identify cost-effective solutions for supply chain processes.
• Monitor logistics to ensure efficient operations.
• Negotiate with suppliers and vendors to secure profitable deals.
• Perform any other duties and responsibilities as assigned.

• EPF / SOCSO
• Annual leave
• Medical and hospitalization leave
• Career advancement
• Positive work environment

Maukerja