Regional Customer Service Manager

1 week ago

Singapore HATCH ASIA CONSULTING PTE. LTD. Full time

“Unifying Purpose, Shaping Careers” - We believe in a world where organizational strategies are brought to life; when everyone finds value in their work by aligning organizational purpose with people, where we inspire a meaningful and impactful future.

Our client has established itself as a renowned logistics company in the industry through rapid expansion over the last few years. Today, they have extensive distribution networks and services including air and sea freight forwarding, warehousing, trucking transportation, and courier services for door-to-door delivery.

**The Challenges
- Acts as the primary contact for assigned customers across the Asia region.
- Maintains day-to-day interaction with customers to ensure operational execution of customer requirements, resolve customer issues, identify ways to improve service, and add value to the relationship.
- Carry out successful customer onboarding and implement the engagement processes with respective stakeholders.
- Champion and represent the customer’s business requirements in the organization.
- Improve the service to the customer and profitability of the organization.
- Ensure that performance to customers is within agreed performance and cost levels.
- Act as liaison between the customer and the various internal divisions.
- Lead projects in assigned regions or accounts; ensure service performance compliance and KPI meet and exceed customers’ expectations
- Supporting new customer programs to support the strategic direction of the organization including but not limited to EDI projects, Vendor Compliance projects and customer, factory, and logistics service provider-related projects
- Serve the customer through issue resolution, process improvement, resolution of process and service failures, the rectification of invoicing accuracies, improving reporting accuracy, and improving overall client responsiveness.
- Maintain SLA compliance and carry out timely KPI metrics reporting
- Monitor all agreed KPIs associated with the internal commitment to the customer for transportation, freight, and hub-related services.
- Develop and maintain WI, SOP or reporting deck for the customer.

**What It Takes**
- Must have a Bachelor’s Degree or equivalent qualification
- At least 5 years of experience in international logistics, preferably with experience in country operations and managing global or regional accounts, in logistics or supply chain management, equipped with ocean freight knowledge.
- Proven hands-on experience in cross-functional involvement, like working with sales, solutions, industrial engineering or customer support teams.

All information will be kept in the strictest confidentiality.

Employment Agency No: 11C5794

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