CUSTOMER SERVICE MANAGER - BCO

Job Description

• Providing outstanding customer service to key Accounts.
• Leading and motivating the customer service department to increase customer satisfaction
• Lead the Customer service team for Sea freight – Key Account under BCO
• Liaise with customers on the standard operating procedures
• Prepare and manage customer key operation performance reports
• Promptly handle customers / team escalations
• To implement corrective actions and preventive measures for immediate service recovery
• To co-ordinate with Ocean carriers for bookings / uplift upon escalation from team
• Review the profit & loss of each shipment
• Review & approve changes of work processes before escalation to line Manager
• Conduct recruitment exercise for officer / executive position when needed
• Provide related training to new staff assign to the team
• Joint customer visit to resolved operations issue when necessary

OPERATION

• Operation KPIs as per Key Account’s target
• Average % of customers AR outstanding vs credit agreements
• Number of escalation because of non-comply Customer SOP
• % of customer with clear SOP
• Control operation costs