Chi tiết công việc Team Leader Customer Service and Support tại APL Logistics Vietnam
- Execute established processes and audit measures to support and meet customers’ requirements at agreed level.
- Execute and adhere to customers service requirements from LPs/FAPs to Bookings, Cargo movement, Data Transmission, Invoicing.
- Problem Resolution – ensure issues are tackled immediately and escalate to customer service supervisor/manager when there are potential costs impact and service issues.
- Review and propose processes which will help to achieve cost savings and ensure profitability
- Monitor established processes and audit measures to support and meet customers’ requirements at agreed level.
- Monitor and guide CSR and Senior CSR to comply with customers’ and vendors’ requirements
- Ensure periodic variances explanations for KPI performance measurement are provided in timely and accurate manner.
- Periodic review of costs and revenue, and ensure APLL continues to make money in all service provided.
- Continuously identify service gaps, make recommendations and implement solutions to enhance greater customers’ satisfaction.
- Continuously intensify relationship with vendors and customers in order to maintain and protect company business.
- Oversee and maintain team reports, ensure required reports / data are provided in timely and accurate manner.
- Support CSS in managing carriers, forwarders, other service providers to ensure compliance to customers’ requirements.
- Plan, schedule, coordinate and set priorities work for the team, ensure proper assignment and adequate manning of facilities.
- Assist CSS in training CSR and senior CSR to meet the demands of customers in a professional manner.
- Assist CSS to coordinate and manage customer service representatives when necessary
- Support and develop Vendor Logistics Program with the aim of deepening business relationship and securing new businesses.
