Company overview

Our client is a global intermodal logistics service provider.

Job description

The main focus of this role is to lead the Customer Service team for warehouse department and liaise with customers on the standard operating procedures. Meet up with clients on project/special matters and prepare customer key performance index reports. You will be the main point of escalation and drive service recovery if required including assist in implementing corrective actions and preventive measures for immediate service recovery. Maintains communication with internal/external/third parties to meet customer expectations. Identifies with customer needs, collaborates with appropriate stakeholders (Sales, Ops,). Assist in the review of the profit & loss of assigned accounts and analyze job file purchasing and raise concern to operations team. Provides proactive problem resolution and corrective actions to ensure excellence in service.

Requirements

• Minimum 5 years’ of relevant functional experience in contract logistics industry ideally in a similar customer service environment
• Excellent communication skills and resourceful, crisis management resolution critical.
• Ability to identify, understand and resolve customer needs, couple with the ability to manage large teams
• Proficient with Customer Service Process (end-to-end) and proven ability to up-skill capabilities of the team

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