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Customer Service Manager

2 months ago

Singapore SIN CHEW WOODPAQ PTE LTD Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to join our team at SIN CHEW WOODPAQ PTE LTD. As a key member of our logistics operations team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Team Leadership: Supervise and lead a team of customer service representatives, providing guidance, training, and support to ensure high-quality customer interactions.
  • Customer Relationship Management: Develop and maintain positive relationships with customers, addressing inquiries, concerns, and complaints in a timely and professional manner. Act as the primary point of contact for escalated customer issues.
  • Communication and Coordination: Communicate with customers to identify their needs / expectations and make appropriate adjustments to meet those needs. Facilitate communication between internal departments such as operations, sales, and warehousing to coordinate customer orders and resolve issues efficiently.
  • Performance Metrics and Analysis: Track and analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed.
  • Process Improvement: Continuously evaluate and streamline customer service processes and procedures to enhance efficiency and customer satisfaction. Implement best practices and innovative solutions to optimize service delivery.
  • Compliance and Regulatory Requirements: Ensure compliance with company policies, procedures, and regulatory requirements related to customer service and logistics operations.
  • Training and Development: Provide ongoing training and development opportunities for customer service team members to enhance their skills and knowledge of logistics processes, industry trends, and customer service techniques.
  • Vendor Management: Collaborate with external vendors and service providers to ensure seamless coordination of logistics services and address any issues or concerns that may arise.
  • Customer Feedback and Analysis: Gather and analyze customer feedback through surveys, interviews, and other channels to identify areas for improvement and make recommendations for enhancing the overall customer experience.
  • Human Resource Management: Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees.
  • Strategic Planning: Contribute customer service information and recommendations to strategic plans and reviews.
  • Process Audits and Improvement: Audits customer service procedures and trends and determines system improvements.
  • Customer Requirements and Knowledge: Determines customer service requirements by maintaining contact with customers and visiting operational environments.
  • Professional Development: Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Requirements
  • Min Diploma in related discipline
  • At least 3 years of experience in leadership role Logistics industry or freight forwarding industry.
  • Possess project and time management/ time allocation and organizational skills
  • With drive for high performance and prioritize customer satisfaction