4PL Customer Service Manager

Key responsibilities:

• Leading and managing the CS teams to focus on the key Customer Service Drivers:
• Easy to Do Business with
• Timely Delivery of Documents;
• Pro-Active Notification;
• Exception Management;
• Efficient claim handling
• Ensure service delivery alignment with agreed client SLA’s.
• Ensure that the CS teams adhere to service standards for:
• Coordinating relevant stakeholders to perform end-to-end shipment process.
• Resolving issues/query from relevant stakeholders.
• Responding to customer enquiries.
• Monitor data integrity of systems.
• Responsible for cross sell/up sell, 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/up sell, 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.

What we are looking for:

• Talent with substantial leadership experience and extensive 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.
• Experience with setting up or rolling out 4PL or Supply Chain Management application & systems.
• Having worked in various geographies and/or having managed a scope spanning across multiple countries.
• Strong conceptual abilities – able to translate complex issues into ideas and actions.
• Flair for and interest in processes and systems.
• Good communicator with ability to translate technical knowledge to both technical and non-technical people.
• Ambition to support a specialist network.
• Proficient in English communication.