JOB DETAILS

JOB DETAIL

• Lead and manage the team. Support and solve problem of individual customer service colleague.
• Monitor department to achieves recognized levels of productivity as related to operational functions and meets customer satisfaction.
• Review productivity on the team and align with appropriate headcount & team structure.
• Ensure operations are run within KPI parameters and develop/maintain relevant key performance indicator reporting tools.
• Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
• Perform yearly appraisal with team members and provide individuals with feedback, objectives and plan training/development.
• Support Team to be able to complete to ensure employees are engaged with the business and a follow-up from the Appraisal.
• Develop inter-departmental communication and work with the Senior Management team.
• Develop close links with Head Office, Overseas Agencies, Suppliers and Customers.
• Attend meetings such as Team meetings, customers and new customer integration.
• Maintain a flexible approach to Customer Requirements in order to aid agency growth.
• Produce Ad Hoc reporting and investigation for Branch Manager or Senior Management.
• Ensure the accurate processing of customer delivery and release requests and confirmations within agreed timescales
• Develop Team members, and ensure there is focus on developing their direct reports, as part of an ongoing talent management and succession strategy.
• Handle customer complaints and develop/support team members in how to handle for future situations.
• Lead and manage strategic projects to support the growth and development of the business.
• Effectively exercise optimum output between supply side (Company Space Allocation) and demand side (Existing and Potential customers’ satisfaction.)
• Manage Performance Improvement Plans with the support of Team Leaders for individuals not meeting the business set targets.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Ensure customer profile is kept fully up to date with customer requirements.

REQUIRED WORK EXPERIENCE

• Male or female, age 35-45 years old
• Bachelor Degree in Business/Management or equivalent relevant experience or logistics.
• Proven experience in shipping and logistics (Essential) for 5-10 years
• 8–10 years of experience in customer service and department management.
• Team management experience 3 years at least
• Excellent communication, interpersonal, and organizational skills, with attention to detail.
• Ability to work under pressure and proactively solve problems.
• Capable of building team morale and enthusiasm.
• Self-motivated, organized, and a team player.
• Strong presentation and project management skills.
• Thorough knowledge of shipping processes, procedures, rules, and regulations.
• Experience in delegating and empowering employees, while providing support and coaching as needed.
• Proficient in computer use, including report generation and data analysis.
• Fluent in written and spoken English.