Supervisor, Customer Service, Support
APL Logistics
full-time
Posted on:
Location Type: Hybrid
Location: Ho Chi Minh City • Vietnam
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About the role
- Active participate in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success.
- Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction.
- Actively engage of local vendors/suppliers/stakeholders to seek solutions or value add to Customers. Including BCP in times of crisis.
- Develop and drive Vendor Logistics Program with the aim to grow local Revenue.
- Conduct periodic meetings with the team to ensure compliance with customers’ standards and requirements, daily process integrity and compliance from booking to Document issuance to PO creation.
- Execute established processes and audit measures.
- Periodic review of productivity, workforce, competitor benchmarking, and relevant KPIs.
- Actively engage with internal stakeholders (Finance, Service Quality, Operations, IT etc.) on process improvements/innovation.
- Review and suggest team organization structure, roles and responsibilities and performance targets for the team.
- Establish a culture of service excellence, flexibility and cost consciousness.
- Manage peak/off-peak resource allocation and drive inter – team / department workflow efficiency.
Requirements
- University Degree
- With a minimum 6 years working experience in the logistics industry and proven track record in Customer Service/Operations.
- In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows.
- Track record in managing large accounts (complex business rules) and engaging MNC stakeholders.
- Highly data-driven and process-minded leader.
- Able to leverage technology or mobilize suitable stakeholders to implement solutions.
- Cross functional experience is highly preferred.
- International work experience is advantageous.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
logisticscustomer serviceoperations managementvendor managementsupply chain managementdata analysisprocess improvementKPI trackingdocumentation proceduresinternational supply chain flows
Soft Skills
leadershipcommunicationproblem-solvingstakeholder engagementteam organizationflexibilitycost consciousnessservice excellencecollaborationinnovation
Certifications
University Degree