Customer Service and Operation Manager
Job Requirements
Skills
Customer Service
Operations Management
Logistics Management
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Job description for Customer Service and Operation Manager at Kloud Connect
Customer Service and Operation Manager
Our client is a freight forwarding company with 11 strong years of market presence.The company specialize in e-commerce and traditional freight, handling about 15,000 tons of airfreight per month.
Position Summary
We are seeking a highly motivated and experienced Customer Service Team Lead to head our customer service and operation team. The ideal candidate will have a strong background in freight forwarding and exceptional customer service skills and operational experience. This role involves managing customer relationships, ensuring the timely and efficient handling of airfreight and oceanfreight shipments from end to end, and collaborating with various departments to enhance operational effectiveness.
Key Responsibilities
Procurement & Shipment Planning
• Identify and secure the most effective transport solutions based on cost, transit time, and customer requirements.
• Develop customized logistics strategies to enhance efficiency, including transshipment solutions.
• Serve as a regional control tower, ensuring smooth coordination and issue resolution.
Team Leadership
• Lead and mentor the customer service team, fostering a high-performance work environment.
• Encourage collaboration and continuous professional development within the team.
Customer Relationship Management
• Build and maintain strong relationships with key clients, ensuring expectations are consistently met or exceeded.
• Address customer inquiries and concerns promptly, ensuring high satisfaction levels.
Operational Coordination
• Work closely with sales and logistics teams to facilitate smooth shipment processes and timely deliveries.
• Monitor ongoing shipments and coordinate with carriers to resolve any issues.
Process Improvement
• Identify and implement process improvements to enhance operational efficiency and customer experience.
• Analyze customer feedback and performance metrics to develop service enhancement strategies.
Training & Development
• Provide training and continuous support on airfreight procedures, customer service, and industry regulations.
Reporting & Analysis
• Prepare regular reports on team performance, customer satisfaction, and operational metrics.
• Use data-driven insights to optimize service delivery and decision-making.
Qualifications
• Minimum of 5 years of experience in freight forwarding, with expertise in freight operations.
• In-depth knowledge of freight regulations, tariffs, and shipping procedures, especially airfreight operations.
• Strong leadership and team management experience.
• Excellent communication and interpersonal skills for client and team engagement.
• Proficiency in freight forwarding software (preferably Cargowise) and Microsoft Office Suite.
• Fluency in English and the local official language.
• Ability to perform in a fast-paced and dynamic work environment.
Professional Efficient Solution to your hiring process.
With a mission of delivering professional commitment to help companies simplify the hiring process, Kloud Connect is a boutique recruitment agency who professionally assists clients in various growing sectors.
We have a team of dedicated professionals who are committed to our mission of helping clients streamline the entire recruitment process, with a varied range of sources. Our team is able to quickly match the best talent with the right opportunity.
Using our unique insights and expertise, we stay ahead of the curve and provide an optimized solution for our clients. Committed to excellence and detail-oriented approach we strive to be a top-notch recruitment agency and we are focused on delivering the highest quality of services.
We are obliged to staying up to date with the latest technology trends and use our extensive database and resources to find competent candidates.
Our goal is to develop long-term relationships with our clients, by consistently providing them with quality candidates that meet their needs.
Gedung Wirausaha Lt. 1 Unit 104, Jl. Hr Rasuna Said Kav. C-5 Setia Budi Jakarta Selatan
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