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Position : CUSTOMER SERVICE / OPERATIONS MANAGERPublish on Sep 29, 2015 | Viewed 12,466 |
Job information
- Reference Id: Bkp_0002449
- Company: WORLD COURIER ASIA (THAILAND) CO.,LTD.
- Position name: CUSTOMER SERVICE / OPERATIONS MANAGER
- Job location: Bangkok
- Non-Thais allowed: No
- Job type: Permanent
- Vacancy: Several positions
- Gender: Male or Female
- Age: non definite age
- Job level: Middle level management
- Experience: 5 - 8 Yr(s)
- Education: Bachelor's degree up
- Monthly salary range: Negotiable
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Job field(s):
World Courier designs world-class logistics and supply chain programs in complete alignment with customers’ business goals. With 2,000+ associates across 50+ countries in 140+ company-owned offices, World Courier delivers ultimate peace of mind for the transport and storage of time- and temperature-sensitive products. For more than 45 years, only World Courier has delivered the unsurpassed knowledge, global reach and flawless supply chain execution needed to become the most trusted specialty logistics company in the world.
Read moreJob description
Type of Position: Full time
Hours: 40 hours / week (Mon - Fri 9:00 a.m. to 6:00 p.m.)
However, your hours are subject to change according to the needs and demands of operations function and/or the Company.
You may be required to work beyond normal working hours and work on holidays without additional payment to the base salary.
Job Scope:
- To provide effective management for all operational functions ensuring effective and efficient service delivery in compliance with World Courier global, local and customer policies and procedures, and regulatory requirements;
- To develop an Annual Operations Plan, ensuring objectives are met;
- To effectively and efficiently manage human resource activities for Operations and Customer Service, ensuring all legal employment obligations are met;
- To contribute towards continuous business growth by developing and maintaining excellent working relationships with existing and potential customers, and by supporting Business Relations activities as required.
Key Attributes:
- Good attitude
- Reliable
- Proactive
- Good communication
- Team player
- Good time management
- Adaptability
- Customer focused
- Flexibility
- Initiative
Specific Responsibilities:
PRIMARY:-
Ensure all day to day Customer Service & operational activities are performed efficiently and effectively in compliance with regulatory requirements and World Courier global, local and customer policies and procedures
- Be cognisant of current regulatory requirements and government legislation: IATA DGR and Cargo Agency Rules, governing body for atoms, nuclear, radioactive transportation (such as Organization: Office of Atoms for Peace in Thailand), Customs, Min. of Health communicating compliance matters to all staff and management.
- Compliance with global, local & customer SOP’s.
- Effectively review all operational reports: internal operations activity audits, incident reports (internal and customers), vehicle maintenance reports, initiating improvements where necessary.
- Maintain internal systems (Op Star, World Star, Bio Star) to ensure they are up to date.
- Ensure Customer Service Manager and Operations Supervisor activities are completed in a correct and timely manner, and information is current.
Analyse information from operational reports/reviews and communicate issues, achievements and proposed new initiatives to Managing Director
- Prepare customer solutions & operation presentation for monthly management meeting.
- Prepare and submit a monthly report as required.
Responsible for complying with the Company's Service Quality Systems
- Ensure all customer complaints and service failures are recorded and acted on, in compliance with the company's SOP.
- All formal complaints / serious incidents are reported immediately to Managing Director, with suggested appropriate corrective/preventative action
- Ensure planned corrective/preventative action is implemented and monitored.
Determine business requirements for agent coverage needs (Domestic suppliers & International Controlled Agents).
- Select, appoint and train agents
- Negotiate cost effective fee structures without compromising service quality
- Maintain and keep in contact with appointed agents
- Consistently monitor and measure the service quality of agents taking proactive action to prevent reoccurring problems with service delivery.
- Maintain and update agent manuals including fees
- Maintain and update agent information in all company systems/files.
Develop and maintain excellent relationships with all airlines
- Manage negotiation of contracts and rates, providing immediate feedback to Managing Director
- Communicate changes to contracts and rates to all relevant personnel
Responsible for Developing an Annual CS & Operations Plan for the ensuing year, ensuring:
- Objectives and strategies are aligned with company goals
- Financial expenditure includes all human resource expenditure, and any proposed capital expenditure
- Plans are approved by Managing Director prior to implementation
- Plans are communicated to relevant personnel
- Strategies are implemented and objectives are met as planned
- Plans are updated and all relevant personnel are aware of changes
Plan, implement and manage customer solutions and operational human resources
- Identify and advise Managing Director on human resource needs
- Assist Managing Director by providing ideas, maintaining and implementing human resource systems
Become and remain cognisant of and ensure compliance with Company policies and processes and employment law.
Specific Responsibilities Continued…
Comply with the Company's Recruitment, Selection & Employment procedures
- Liaise with Managing Director to source and interview applicants for customer solutions and operational positions to fill available positions.
Comply with the Company's Induction & Training SOP & Programme
Induction:
- Ensure all new employees complete induction within the planned time frame
- Periodically review induction process ensuring it is relevant to the Company's current operational and legal requirements
Training:
- Manage the performance and development needs of all customer solutions and operations staff by ensuring quality training is received, and by monitoring and providing feedback on performance as appropriate
Comply with the Company's Performance Management process.
- Ensure performance appraisals for all Customer Service and Operations staff are completed in a professional manner and within the planned time frame
- Manage personnel issues in accordance with the Company's Disciplinary procedures and employment law
- Ensure that Managing Director is made aware prior to giving any final warnings and that Managing Director's approval is obtained prior to termination of an employee.
- Target, nurture and develop strong performers.
- Manager poor performance by training, supervising, feedback and coaching
Training Programmes
- Develop and maintain an annual Customer Service & Operations staff training programme
- Complete and submit an annual budget for training purposes
SUPPORT:-
Business Relations
- Support Business Relations personnel, goals and challenges in all day to day activities
- Assist with all day to day activities as necessary:
- Assist in the preparation of customer estimates/quotes for
"special/unusual" shipments
- Manage submissions of quotations to head office for approval
- Visit key customers /Assign Customer Service Manager to visit key
customers when necessary .
CCM awareness - other courses
- Assist with organising courses for operations staff
- Conduct courses for operations staff as necessary
- Ensure all post course administration is completed
Qualification
Essential Requirements of the Position
- Available to be contacted 24 x 7.
- At all times, have a current and valid passport as the ability and availability to travel internationally is essential to this position.
- The ability to gain additional industry qualifications/accreditations as the company may require, and/or to comply with any amendments or new regulatory requirements, or Government legislation.
Skills
Mandatory
- Excellent long-term relationship building skills.
- Excellent working knowledge of MS office suite.
- Mature attitude / confident individual
Preferred
- Industry experience 5 - 8 years
- Tertiary education
- Leadership and direct report experience
- HR knowledge and people management skills