Salary : Up to 75,000 THB
Location : Thailand
Job type : Permanent
Discipline : Call Center & Customer Service Supply Chain, Logistics & Transport
Reference : DAU60541

Job Description

​4PL Customer Service Manager at a Global End-to-End Supply Chain Solution Provider in Thailand

  • Take full responsibility for customer experience by managing and monitoring the end-to-end shipment process on behalf of the customer supply chain operation department

  • Up to 75,000 THB

The Role

The ideal candidate's background for the role comes from a few years of experience in a leadership role, have substantial years of operational knowledge and customer service in logistics, and supply chain, preferably 4PL products or 2PL/3PL management position. Experience with setting up or rolling out 4PL or Supply Chain Management applications & systems

About the company

Our client is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, they are redefining the boundaries of possibility, and continuously setting new standards for efficiency, sustainability, and excellence

Description

  • Coordinating relevant stakeholders to perform end-to-end shipment process

  • Resolving issues/queries from relevant stakeholders

  • Responding to customer inquiries

  • Monitor data integrity of systems

  • Responsible for cross-sell/upsell, and customer retention

  • Follow up on outstanding payments

  • Implementation of new customers into the CS and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care

  • Responsible for cross-sell/upsell, and customer retention

  • Record and report the performance of the designated set of Customers that help provide suitable recommendations on Service delivery wins/Service failures

  • Work with the KAMs/ Commercial team to establish and strengthen customer relationships

  • Carry out Monthly/quarterly formal reviews with the critical customers

  • Develop a strong understanding of the business of Critical customers to ensure customer retention

  • Provide regular updates to the commercial team on cross-sell/ upsell opportunities

  • Act as a prime point of contact with customers, working closely with Key Account Managers and other CS/COE offices to deliver seamless customer experience

  • Ensure effective communication to Regional/Area Management and Commercial team on market/customer updates/issues & service requests

  • Collaboration with internal stakeholders, not restricted to Procurement/Customer Service/Operations/Products teams to identify areas of cost savings/ process optimization/ improvements

  • Allocate resources within the team for an effective workload balance and to optimize resources

  • Set clear objectives and guide sub-teams to achieve targets and performance standards

  • Develop a robust succession plan and ensure people growth within the team

  • Deliver coaching and best practice sharing within the team, closely follow up with employee’s competencies enhancement

  • Lead employee engagement activities within the team

Requirements

  • Bachelor’s degree in SCM or similar.

  • At least 6 – 8 years working experience in maritime transportation, including a few years of experience in a leadership role and handling a CS position

  • Have substantial years of operational knowledge and customer service in logistics, and supply chain, preferably 4PL products or 2PL/3PL management position

  • Good knowledge of and experience with 4PL or Supply Chain management operations, from both origin and destination

  • Thai Native with Good Command of English in both spoken and written

  • Strong interpersonal & communication skills

  • Computer literacy

Benefits

Competitive Incentive + Allowances

Career Growth Opportunities

This a great opportunity to work with a global leading organization and handle 4PL customers

​For more information contact Derek Aung on Telegram @Derek9000