This position is responsible for delivering APLL commitment to key customers, meeting day to day operations requirements of the customers. The position manages a team of over 10 Customer Service Representatives to achieve excellent customer service satisfaction through defined and agreed processes. He/she participates in organizing vendor seminar program (VSP) to ensure vendors understand and acknowledge customers’ requirements and standard. He/she supports the implementation of Vendors Logistics Program through periodic visits and consultation to vendors to ensure vendors understand and acknowledge customer requirements and standards. The position helps to coach; train; develop customer service representatives to ensure they are qualified to handle customers’ logistics requirements.
1. Customer / External
Active participate in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success. Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction. Actively engage of local vendors/suppliers/stakeholders to seek solutions or value add to Customers. Including BCP in times of crisis. Develop and drive Vendor Logistics Program with the aim to grow local Revenue2. Process
Conduct periodic meetings with the team to ensure compliance with customers’ standards and requirements, daily process integrity and compliance from booking to Document issuance to PO creation. Execute established processes and audit measures. Periodic review of productivity, workforce, competitor benchmarking, and relevant KPIs. Actively engage with internal stakeholders (Finance, Service Quality, Operations, IT etc.) on process improvements/innovation.3. People – Management
Review and suggest team organization structure, roles and responsibilities and performance targets for the team. Establish a culture of service excellence, flexibility and cost consciousness. Manage peak/off-peak resource allocation and drive inter – team / department workflow efficiency. University Degree or equivalent. With a minimum 6 years working experience in the logistics industry and proven track record in Customer Service/Operations. In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows. Track record in managing large accounts (complex business rules) and engaging MNC stakeholders. Highly data-driven and process-minded leader. Able to leverage technology or mobilize suitable stakeholders to implement solutions. Cross functional experience is highly preferred. International work experience is advantageous.