Agent/ Lead/ Supervisor - Order Management

Job Description

• Ensure smooth and timely shipment process flow
• Ensure all customers requirements are followed as per the Standard Operations Process (SOP)
• Ensure accurate and timely data entry into our operating system
• Monitor shipment reports to ensure total customer satisfaction

Support the Supervisor/ Manager in the following areas:

• Allocating workloads, monitoring workboard to ensure internal KPI’s are met e.g. timely data entry
• Build and maintaining strong relationships with customers
• Assist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.
• Assist in retention calls and complete customer reviews with your regular customers to document in the company system
• Monitor invoicing and other company's report where needed.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team
• Allocate workloads within team to ensure smooth operations during peak activity or staff absence.
• Promote productivity tools within the team (e.g. using workboard, invoice processing, expo )
• Be continuously open and positive to implementing new system changes and enhancements with your team

Job Requirement

• Graduated student from University/ College or equivalent combination of education and experience.
• Understanding of Ocean/ Order Management shipment handling process is a plus.
• Pro-active, strong organizational skills.
• Good computer skills (Excel, Word, PowerPoint).
• Fluent in English.
• Willing to put extra hours, as required.
• Well-organized, innovative, self-motivated.
• Able to work in the team, under high pressure and tight deadline.