Senior CX Consultant - SCM

The role of Senior CX Consultant is to take full responsibility for customer experience by executing, managing and monitoring the end-to-end shipment process in compliance with all company procedures and regulatory requirement.

• Be the primary point of contact for customers and internal stakeholders for daily operation activities.

• Onboard customers and build strong and collaborative relationship with both established and new customers.

• Execute, manage and monitor the end-to-end shipment process, understand external factors impacting customer’s supply chain & their sense of urgency, service needs, drivers and desires, ensure to meet client's KPI and SOP/IOP compliance.

• Maintain effective communication with customers and internal stakeholders to ensure smooth operations and timely resolution of issues.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding/ continuously driving improvements.

• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins + Service failures, providing insights and recommendations for enhancing operational efficiency and process optimization.

• Responsible for cross sell/up sell, customer retention.

• Supervising colleagues in team on the business & process inquire, drive best practice sharing within the team and cross team.

• Work closely with team Manager for efficient management on: Regularly have the coaching and feedback; strategic planning to maximize team's capability; Resource Planning; Prepare for backup system and manage workloads between members; Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.

• Execute reports or other tasks assigned by Team Leader/Manager

Yêu cầu công việc

• At lease 3 -5 years’ experience in Customer Service and Supply Chain Management, strong knowledge of logistics and supply chain including but not limited to Customer Service, Shipping Line, Transportation etc..

• Prefer experience in SCM Export Ocean & CFS shipment

• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and stakeholders.

• Passion to drive closures & high-level customer service orientation –Customer Centricity.

• Result orientation.

• Detail-oriented and highly organized, capable of managing multiple tasks and priorities simultaneously and independently.

• Team player –Works together with others in the business unit to achieve results, fosters teamwork.

• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism.

• Positive and proactive attitude.

• Good command of both oral and written English.

Quyền lợi

• Thưởng: 13th monthly & bonus performance
• Chăm sóc sức khoẻ: Health Insurance
• Nghỉ phép có lương: Annual Leave & Sick Leave
• Máy tính xách tay: Laptop provide