Budget, Communication Skills, CUSTOMS, Supply Chain, Account Handling.
Urgently need Asst Manager Customer Service for an MNC Logistics comapny in Delhi Job Description:
Brief Description This position will require understanding the needs of customers and implementing service expectations to staff members based on needs; evaluating customer service using customer feedback and KPI reports and to redesign (where required) service delivery systems and evolve customer service practices. 2.
Key Result Areas Excellence in Customer Service Multiple account handling Process Implementation KPI monitoring Exception management Performance Data analysis Team management 3.
Key Accountabilities Supervise and handle multiple accounts Monitor KPI and implement/redefine process to ensure organizational service standards.
Develop and maintain relationships with Carriers, Customers, Vendors, Buying Agents, Operations, Customs brokers etc.
Flair to learn and attain in
*depth knowledge on processes.
Evaluate teams performance, identify weak areas and support for improvement.
Training new recruits on overall process and system.
*ordinate with overseas leads to resolve/troubleshoot on account / service issues.
Workload monitoring and redistribution.
Monitor service provider pay outs and account receivables.
Grow first mile business with existing exporter base. 4.
Reporting Your Manager/Supervisor Manager, Customer Service ILS, South 5.
Important Relationships/ Communications who, why, how often Internal customers:
Finance, CS, Ops, IT/Admin Teams Seek for support and ensure understanding / scope of Customer Logistics Processes , Policy Operating Manual cope, constraints or exceptions Share and or execute company policies and procedures.
Daily or on day
*day as required External Customers:
Overseas Customer, Shippers, Carriers, Vendors, Buying Agents , Logistics Service Providers, Trucking Companies, Air carriers, Brokers, etc For timely and accurate execution of customer procedures /shipments.
Monitor performance of providers.
*cause and redesign process based on customer feedback and service issues Ensure consistent service; follow up new opportunities; updates of customer operational logistics procedures Daily or on day
*day as required 6.
Typical problems and decisions required What sorts of problems are typical for the job? What decisions are required? What decisions are required to be referred to supervisors? Service failure due to process not being followed.
Analyze the circumstance leading to service failure, whether it could have been avoided or if its circumstantial.
If the service failure is recurrent due to the CSR and if its repetitive in spite of giving them time helping to correct themselves.
Delays in agreed service deliverables.
Analyze the circumstance leading to the delay, wheather workload or leave of CSR etc.
Factors that may not be corrected/influenced like requirement of additional resource etc.
Additional cost incurred due to exception.
Issues relating to additional cost.
Recurring costs and ones which affects shipments profitability. 7.
Descriptive Quantitative Data 1.
Revenue or Budget size/ turnover that this position is responsible. 2.
Sales target this position is responsible 3.
Geographic span of control eg.
Does the position manage one or multiple locations within a country.
Mumbai, India 4.
Volume and mix of business services that job is responsible.
Self driven and motivated Capable of working with multiple Teams Excellent interpersonal and communication skills Professional with positive self
*image Possess Customer Service mindset and passion for service excellence Technology savvy with good hands on experience in MS office , ERP systems Ability to work under pressure Ability to work flexible hours Problem solving skills Education:
Degree from recognized University Experiences:
Minimum of 4 years in Shipping/ Logistics Industry, Import/Export department, air/ocean transportation/ Logistics or Supply chain service provider Regards Trupti Lal