Customer Service Assistant Manager

Job Descriptions

• To lead and manage Customer Service Team.
  
  
• To lead Project Management and Implementation (Initiatives on Task Management / Timeline Management).
  
  
• To manage and initiate contract renewal negotiation for existing customers.
  
  
• To initiate discussion with existing customers to explore for new business opportunities, expansion and value-added service.
  
  
• To manage and control project task lists / trackers.
  
  
• To draft presentation materials and make a presentation to customers.
  
  
• Build sustainable relationships and trust with customers.
  
  
• Coordinate and process inquiries, liaise with internal personnel and customers, achieving customer expectations and deadlines.
  
  
• To Initiate and manage Continuous Improvement Activities.
  
  
• To manage and analyse respective customers KPI including verifying KPI reports with internal members from customer service and operation team.
  
  
• To manage Local Transportation vendor for inland deliveries and KPI management.
  
  
• To manage and arrange Internal and External audit with Operation Manager.
  
  
• To manage open action item list by respective customers and update customer based on the due date set forth.
  
  
• To facilitate and arrange periodical meetings with major customers.
  
  
• To support data processing and analysis on inventory data / transaction data.
  
  
• To receive any escalations from existing customers.
  
  
• To prepare relevant documents and participate in customer audit.
  
  
• To analyse P/L of respective customers.
  
  
• To come up with profit improvement plan(s) and implement approved plan(s) with OP, operation team.
  
  
• To assist communication with customers via phone, SMS and email as and when necessary.
  
  
• To train customer service members in a project-based approach.
  
  

Job Requirements

• At least 7 years' experience in logistics field as customers &/or logistics service providers.
  
  
• At least 3 years' experience in warehouse customer service and experience in warehouse implementation with the scale of more than 50,000 sqft.
  
  
• Relevant experience of project management as project leader or sub-leader.
  
  
• Relevant experiences on data analysis and project P/L.
  
  
• Mature, self-motivated and able to work independently.
  
  
• Team player with excellent analytical and communication skills.