Main Objectives of this position:

- Ensure overall delivery and quality of the business offerings to customers.

- Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivated work environment, and creating innovative approaches for improvement.

Function and duties:

- Create a "Customer Service Culture" delivering quality service and improved customer satisfaction

- Drive performance within the team by exceeding Quality promises and KPI deliverables

- Review customer survey results and implement measures to improve customer satisfaction

- Identify and communicate areas of concern/proposals to enhance the current business processes to the Regional Customer Service / Business systems teams

- Coach and develop a team of motivated individuals through regular performance reviews and 121 discussions

- Promote the standard application and ensure the documentation of local manuals and guidelines, where applicable

- Ensure QEM principles are followed and promoted within the department

- Identify training needs and ensure all team and functional training requirements are recorded and fulfilled

- Participate and support the global/regional projects related to Customer Service

- Assist in the rollout and drive the usage of new and existing product offerings

- Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.

Qualifications and Technical Job Requirements:

- 10+ years of industry and management experience in the transportation industry, Shipping, logistics, and Freight forwarders OR eCommerce.

- Overall expert knowledge of the Import and Export Processes and understanding of the Shipping Industry as a whole.

- Result-driven team player with a proactive attitude

- Goal and deadline-driven

- Good time management skills

- Receptive and able to grasp new ideas and motivate one's self for personal development

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.