Assistant Customer Service Manager - Airfreight - Pasir Ris
With a pro forma 2023 revenue of US$20.2 billion, CEVA Logistics is part of the CMA CGM Group, a global player in sea, land, air and logistics solutions.
YOUR ROLE
The incumbent will leading a team and be part of a larger team within the Air and Ocean department in providing seamless and customer-focused solutions to support the achievement of business objectives
WHAT ARE YOU GOING TO DO?
Main areas of focus and accountability of the role – detail in order of importance the main areas of accountability of the role:
- Lead the Customer service team for Airfreight
- Liase with customers on the standard operating procedures
- Respond to customer’s complaints & enquiries promptly and provide possible suggestions/solutions or assist with recovery actions where possible
- Monitors and work closely with team to achieve monthly GM targets, DQE KPI and AED failure
- Able to handle and prepare CPAR to CEVA network and/or Airlines
- Resolve inter-business units’ disputes
- Promptly handle team escalation
- Co-ordinate with export operations to ensure accuracy in documentation and invoicing
- Work with cross-functional teams to ensure seamless support, high customer satisfaction, high productivity and efficiency
- Main back-up and coordinating shipment arrangement for odd size, sensitive, high valuable cargo and adhoc projects
- To review the profit & loss of product desk
- Substantial knowledge on cargo commodity as per IATA rules and regulations
- Collecting and analyzing quality performance statistics
- Suggest improvements where required, through discussion with team and proposal to direct reporting manager prior to implementation
- Joint sales visit to resolved operations issue when necessary.
- Take on all other ad-hoc tasks delegated by Manager
- Ensure and monitor team compliance to the CEVA’s Code of Conduct and Company’s regulations · Ensure team understanding and implementation on CEVA’s Value in daily work behaviours
- Plan and monitor team performance including give coaching and counselling needed to deliver expected outcomes · Plan and monitor team development together with HR Division
- Ensure updated Job Description availability for the team by coordinating with HR Division
- Ensure all changes in Department / Section communicated properly to the team
- Possess excellent communication, interpersonal skills and problem-solving skills · Pleasant personality and a good team player
- Proficient in MS Office & ability to work independently · Dangerous Goods Regulations (DGR) trained will be an advantage
- Preferably with minimum 5 years of experience in freight forwarding
WHAT DO WE HAVE TO OFFER?
With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave entitlement, pension, health, and life assurance. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.
ABOUT TOMORROW
We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.