Customer Service Assistant Manager

8-10 years
Job Description



Roles & Responsibilities
. Actively 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 and review KPIs, make recommendations, and
implement solutions to enhance customer satisfaction.
. Actively engage of local vendors/suppliers/stakeholders to seek for solutions or value add
to Customers. Including BCP in times of crisis.
. Develop and drive Vendor Logistics Program with the aim to grow local Revenue
. Periodic review of Volume trend, Productivity, Headcount to prepare for potential surge and ensure sufficient resources deployed in areas that are impacted.
. Actively engage with internal stakeholders (Operations, Service Quality, Finance, IT etc.) on Process improvements/innovation.
. Periodic gathering of data and feedback from vendors and customers on volume projections to prepare warehouse and team for potential surge in volumes and ensure sufficient resources deployed in areas that are impacted.
. Conduct regular visits to existing customers/vendors to build Sales-Vendors Logistics Program to increase overall company's bottom line
. Conduct periodic meetings with Account team to review customers requirements, feedback, KPI, and improvement opportunities.
. Establish a culture of service excellence, flexibility, continuous improvement and cost consciousness
. Shape L&D, Succession Plans, Policy changes for a Sustainable organization
. Other assignments

Requirements
. Having a minimum 8 - 10 years working experience in the logistics industry and proven
track record in Customer Service/Operations with at least 6 years experience of people managing
. In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows.
. In depth knowledge local (Vietnam) regulatory, regional practices, cultural differences.
. Track record in managing large accounts (complex business rules) and engaging MNC
stakeholders
. Highly data-driven and process-minded leader
. Able to articulate complex supply chain topics, meaningfully engage senior stakeholders and seek solutions in an ambiguous environment.
. Able to leverage technology or mobilize suitable stakeholders to implement solutions.
. Cross functional experience is highly preferred.
. International work experience is advantageous.

JOB TYPE

Industry

Other

PERSOLKELLY is a joint venture established in 2016 between PERSOL HOLDINGS (previously Temp Holdings) and Kelly Services to cater to the rising workforce employment needs of the emerging Asia Pacific market. We are one of the largest workforce solutions providers in the region, spanning over 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand and Vietnam.

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