Job Description

Manager - Customer Service
GCC - Kuala Lumpur office is inviting high caliber professionals to apply for the following position:
Job Title: Manager - Customer Service
Location: Kuala Lumpur
Job Level: 5B
Reporting to: Director
Positions Opened: 02 Nos.
Key Expectations:

• Should have knowledge about shipping and logistics domain.

• Able to achieve the targets and exceed them consistently.

• Contribute ideas and suggestions to improve the process.

• Identify issues/patterns in the process and advice solutions

• Record and maintain all the productivity data in the respective DB/excel sheets.

• Performed all activities free from errors.

Specific Responsibilities:

• Overall, responsible for managing specified Customer Service processes / teams.

• Be a part of the management team and facilitate strategic decisions for the process being handled.

• Plan, allocate and control processes and resources to ensure quality deliveries within prescribed timelines and functional budgets.

• Ensure that strategy, structure, staffing and processes are aligned with the Company's Quality objectives and goals.

• Champion the use and implementation of statistical tools for analysis and reporting.

• Creating back-ups for self.

• Collate and report standard operational and quality metrics to the management on a weekly basis.

• Take action on an ongoing basis to identify deviations from standards and initiate actions to address the same.

• Provide leadership through guiding, monitoring and integrating the day-day efforts of the Team Management and subordinates.

• Own and drive efforts of the organization towards attrition management and staff retention.

• Establish relationships with team members through one-to-one sessions and group meetings.

• Conduct and assist with functional training.

• Ensure quality delivery in line with Service level agreements made to Areas and Regions.

• Work collaboratively with the offsite locations & regional offices to anticipate and understand customer expectations and satisfaction levels and translate that knowledge into process improvements /changes in order to improve effectiveness.

• Constantly take measures in improving the knowledge/ skill base of the team and overall productivity.

• Assist in execution of trial production of new business opportunities.

• Ensure adherence to ISO Objectives and Standards across the organization.

• Assist and participate in the execution of the day-to-day tasks, as required.

• Data Analytics - Ability to comprehend data and provide meaningful business insights

• Expertise and familiarity with business tools like MS Excel, Qlik, Power BI.

• Knowledge of additional skills like R and Python will be an added advantage

Key Performance Standards:

• Achieve productivity improvements in line with the organization's goals.

• Achieve key targets of the specified process responsible for ensuring effective project transitions for relevant processes.

• Ensure productive working relationships with the Region/Areas through visible initiatives and effective communication channels

• Ensure efficient management of human resources, in terms of:

• Employee Motivation

• Retention of identified key team members

• Implementation of Training for all key team members

• Creation of a motivating and vibrant work environment

Operational Drivers:

• Ensure accomplishment of all milestones on all personal projects that get allotted.

• Ensure necessary productivity improvements are done as per the plan

Desired Profile:

• Expertise / Specialized Knowledge

• Product Knowledge

• Process orientation & diagnostic Skills

• Quality Awareness

• Accuracy.

• Analytical Thinking & technology orientation

• Financial orientation

• Communication skills - E-Mail, verbal & presentation.

• Project Management.

• Training skills

• Report preparation/ generation

Customer Orientation:

• proactiveness to Customer needs.

• Good listening skills.

• Ability to establish Rapport and develop Contacts.

Company / Industry Knowledge:

• Knowledge of Functional area of operations

• Knowledge of general shipping cycle of Sales- Pricing- Customer Service-Operations-Documentation.

• Knowledge of Inter-Modal/ Logistics Industry.

• Knowledge of macro level organization Business.

Local compliance requirements:

• Compliance to ISO requirements in regard to data privacy, quality and processes.

• Compliance with Security awareness requirements.

Relationships:

• Internal: All peers and subordinates.

• External: Staff in Regions/ overseas offices.

• Excellent spoken and written communication skills.

• Strong keyboard skills / typing speed.

• Should be a team player with positive attitude

• Good knowledge of Geography.

• Expert in the use of MS Office products

Team Management:

• Team Leaders are responsible for managing their teams, which is not limited to just getting work done. It by default includes leading the team which means being responsible for their performance and behavior, providing timely guidance/motivation/course-correction, managing team dynamics, taking care of team members, being the 1st person responsible to fairly handle team grievances and working towards fair resolution, guiding and helping team members become better at what they do etc - all this while staying compliant to Hapag-Lloyd's values, code of conduct and code of ethics.

• The responsibilities mentioned are not exhaustive but are a general indication of what is always expected from Team Leaders being in a role of People Manager. It is also the responsibility of Team Leader to develop their own acumen and understanding of the dimensions of people management while leading teams in the professional world.

• In case of issues, the Team Leaders needs to reasonably establish that all the efforts were made by her/him in such matters before escalating the team matters to their managers/or involving local HR.

• Certain situations that require reporting the matter directly to specific authorities/committees (such as POSH, Fraud etc.) are excluded from the above expectation for handling locally within their team.

• Furthermore, to assess their team members based on their performance and give them honest and fair feedback. In turn, be open to feedback themselves and help to foster a genuine feedback culture.

Working Conditions:

• Flexibility Shift Timings.

• Ready for domestic and international travel, based on organizational requirement

• Local conditions applicable

Skills Required