物流客服主管

- Act as the primary contact for all operational activities, maintaining long-term relationships with a designated client portfolio to ensure complete customer satisfaction and a positive ongoing experience. Establish regular communication to address any questions, concerns, or issues regarding our services. Proactively identify and meet customer needs, offering suggestions to enhance operational efficiency.

- Engage proactively with new clients to ensure successful onboarding, adoption, and implementation of our services. Understand client objectives and align our services to meet those needs. Assist clients in grasping logistics, operational procedures, and best practices related to tank container usage. Become proficient in our digital tools, providing training to help clients maximize their experience.

- Efficiently oversee all client orders, ensuring templates are up-to-date and contain all necessary information for Operations Coordinators to execute tasks. Provide daily operational assistance while managing client expectations when needs are unmet. Act as a client advocate, ensuring needs are understood and met. Monitor internal compliance and ensure activities like billing, disputes, and complaints are handled timely according to client needs and KPIs. Assist in commercial agreements under the guidance of the Operations Manager, focusing on providing daily operational support and meeting client needs effectively.

- Identify cost improvement opportunities by finding the best logistic solutions. While sales activities are excluded, potential opportunities to expand and grow client accounts may be identified. Collaborate with sales to capitalize on these opportunities, making decisions in consultation with the Operations Manager.

- Register events related to client complaints. Contribute to identifying root causes and taking corrective and preventive actions when necessary. Uphold compliance with industry regulations and safety standards, ensuring all operations are conducted safely and responsibly.

- Advocate for clients internally. Align with internal teams (Fleet/Sales/Procurement/Inland/TSD/Marketing) to collaborate on initiatives that improve customer satisfaction. Inform procurement of forecasts and allocations.

- Provide ad-hoc coaching to Operations Coordinators to ensure uniformity and active participation in coaching.

- Engage in ongoing learning and development to deepen your understanding of our services, customer needs, and best practices in customer service.

- Assist in various projects as they arise.

Qualifications:

- Bachelor's degree preferred.

- 3-5 years of experience in logistics/shipping.

- Proven record of excellent work quality and accuracy.

- Experience working in an international environment.

- Strong communication and interpersonal skills, both written and verbal.

- Effective coaching and development skills.

- Organized, with the ability to set goals and priorities.

- Delegation skills.