Manager III, Customer Service and Support (Vietnam)

Manager III, Customer Service and Support (Vietnam)

Job title: Manager III, Customer Service and Support (Vietnam)

Company: APL Logistics

Job description: 1. Customer / External

  • Active participation in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success.
  • Continuously identify service gaps, make recommendations and implement solutions to enhance customer satisfaction.
  • Active engagement of local vendors/suppliers/stakeholders to seek solutions or value add to Customers. Including BCP in times of crisis.
  • Develop and Drive Vendor Logistics Program with the aim to grow local Revenue

2. Process

  • Regular Dashboard to ensure daily process integrity and compliance. From booking to Document issuance to PO creation. Provide ILS Origin lifecycle visibility.
  • Lead and Closeout any Audit issues identified.
  • Periodic review of Productivity, Headcount and G&A budgets, competitor benchmarking, and relevant KPIs
  • Active engagement with internal stakeholders (Finance, Service Quality, Operations, IT, etc) on Process improvements/innovation.

3. People – Management

  • Determine organization structure, roles and responsibilities, and performance targets for the function
  • Establish a culture of service excellence, flexibility, and cost consciousness
  • Shape L&D, Succession Plans, Policy changes for a Sustainable organization
  • Manage peak/off-peak resource allocation and drive inter-department workflow efficiencies

Qualifications

  • University Degree or equivalent, with a minimum of 8-10 years working experience in the logistics industry and proven track record in Customer Service/Operations
  • In-depth knowledge and experience of local Carrier, Forwarder, CFS, and Documentation procedures and International Supply Chain flows.
  • In-depth knowledge of local (Vietnam) regulatory, regional practices, cultural differences.
  • Track record in managing large accounts (complex business rules) and engaging MNC stakeholders
  • Highly data-driven and process-minded leader, who has led large teams
  • Able to articulate complex supply chain topics, meaningfully engage senior stakeholders and seek solutions in an ambiguous environment.
  • Able to leverage technology or mobilize suitable stakeholders to implement solutions.
  • Cross-functional experience is highly preferred.
  • International work experience is advantageous
  • Able to communicate well in English and Vietnamese

Expected salary:

Location: Tp Hồ Chí Minh

Job date: Wed, 23 Jun 2021 06:33:46 GMT

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