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Jobs in Malaysia   »   Jobs in George Town, Pulau Pinang   »   Customer Service jobs   »   MYS CTSM PG Customer Service Manager

MYS CTSM PG Customer Service Manager

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

As a Fortune 500 company, Expeditors employs more than 15,000 trained professionals in a worldwide network of over 300 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order management, warehousing, distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington. Job Description

Scope of Position

Assisting the Ocean Manager in the smooth running of the department within the branch (ie) the Ocean Product in the market place through focus on Operations, Finances, Sales, People, Systems and Culture in adherence to the Company's policy and procedures.

Support the Company strategy on a local level and work towards helping the Company to be the recognized industry leader.

Key Deliverables
  • To organize and lead together with the Ocean Manager in all operational activities.
  • To ensure that customers' requirements and service commitments (data integrity, operating procedures, etc.) are fulfilled.
  • To work with ocean carriers, co-loaders and other service providers to ensure best service levels rendered to customers at competitive pricing and space management.
  • To manage, lead and develop the Customer Service and Operations Team towards excellent customer service level.
  • Drive continuous improvement in Customer Service performances, lead the team in an efficient manner, improve productivity, foster great communication and team execution to meet or exceed performance results.
  • Prepare and conduct work related training to the team.
  • Conduct monthly meeting at a minimum to foster process improvement among the team members.
  • Commit and contribute to grow the department PNL by fostering strong teamwork within and across the department as well as inter-department.
  • Working closely with Department Manager to uphold quality for the entire department, and be the Quality Process Leader to champion process compliance from quality perspective in the meantime meeting all quality standards / procedure set.
  • Take the lead and be accountable for all work related projects assigned, delegate them effectively and drive the projects to fruition with the desired result in mind.
  • Foster a culture of accountability so the team understand the importance of responsibilities in achieving the department as well as company goals.
  • To ensure the right fit in job appointment and work commitment in Customer Service and Operations Team.
  • Effective communication skill and reliable in resolving issues which involves internal/external customers and overseas customers/offices.
  • Proactive in problem solving and tactful in settlement of complaints.
  • Lead the team to support T&I on establishing of customers’ SOP, and ensuring flawless execution in compliance with the agreed SOP.
  • Work with the team through a close collaboration within and across the department to ensure smooth transition of all new businesses for the department.
  • Uphold the company culture strongly and be an inspiration to the team.
  • To take up additional tasks as required to meet the Company’s needs and objectives.

To be the most effective in this position we are looking for the following skills and experience:
  • Diploma holder with 3 years' relevant working experience or Degree holder with 2 years' relevant working experience
  • Minimum 2 years in an operational role with management experience preferred
  • Strong oral communication, written communication and analytical skills
  • Strong presentation skills
  • Proficient in Microsoft Suite (e.g. Outlook, Word, Excel , PowerPoint)
  • Structured and organized
  • Effective at delegating
  • Charismatic with an ability to connect
Additional Information

Application dateline: 30th April 2019
✱   This job post has expired   ✱

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