Regional Customer Service Manager

1 week ago

Singapore WORLD COURIER SINGAPORE PTE LTD Full time

Reporting directly to the Regional Operations Director, APAC. The Regional Customer Service Manager will lead and control Regional and Local Customer Service activities. This will be done in close cooperation with Country/Branch Managers, as well as BD and the Regional Operations Director to achieve operating and commercial objectives. This includes increased customer billings, profitability, and productivity, increasing customer satisfaction as well as developing a talent pool as set by the overall World Courier business plan.

**PRIMARY DUTIES AND RESPONSIBILITIES**:

- Collaborates with and leverages the competency of Customer Services Teams, to ensure local and regional readiness and ability to handle new and existing business.
- Work with the Regional Operations Director and the CS/Operations Managers on developing an effective CS structure.
- Develop team formation and support specialization to enhance a professionalized Customer Service offering.
- Develop goals, targets, metrics, and incentives structure for C/S and the combined OPS/CS group
- Lead the APAC Customer Service Community of Practice and participate in global meetings to benchmark experiences.
- Collaborates with Customer Success and Customer Engagement teams in other regions to share best practices and deliver a consistent customer experience.
- In alignment with the Company's growth and direction, provides overall support for the development of budgets, controls, and measurements to monitor progress.
- Collaborates with customers and World Courier teams to design solutions that meet complex customer needs, as well as support Sales in bid defense meetings.
- Integrative and cooperative leadership of the regional Customer Service (C/S) team in close cooperation with Country - and Branch Managers, as well as Sales Executives and the Regional Operations Director so that it achieves its short and long-term objectives such as increased customer loyalty and optimized pricing.
- Cultivate a culture of talent development for all job levels; This includes C/S Training, Industry Knowledge, and Soft-Skills pieces of training as well as mentorship and performance reviews.
- Communicate results of analysis, define strategies, and make recommendations to senior management with regard to the course of action.
- Guide the use of information resources such as TMS, Customer Portal, and Deviation Portal, and ensure their efficiency from a C/S perspective.
- Travel as required to meet business needs.

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