Customer Service Supervisor

Industry: Freight Forwarding

MNC Environment

Permanent role (AWS Guaranteed + Variable Performance Bonus)

Responsibilities:

• Substantial knowledge on cargo commodity as per IATA rules and regulations
• Respond to customers complaints & enquiries promptly and provide possible suggestions/solutions or assist with recovery actions where possible
• Ensure compliance with customers Standard Operating Procedures & Work Instructions
• Liaise with overseas agents on various requirements and rates
• Check on AWB/HAWB and all other necessary shipping documents and feedback to customer and overseas agent if any discrepancy/non-compliance issue
• 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
• Supporting others on shipment execution when necessary or when down with resources
• Maintain good relationships with both internal and external stakeholders
• Lead / guide and train the team on daily job scope and being the first point of escalation
• Resolve discrepancies through team effort by working with team mates on resolution
• Monitors and work closely with team to achieve monthly GM targets, DQE KPI and AED failure
• Generate weekly Job file listing report for the ground team to ensure files are billed within KPI
• Suggest improvements where required, through discussion with team and proposal to direct reporting manager prior to implementation
• Perform random shipments compliance audit checks on monthly basis
• Manage claims query, follow up with internal stake holders and vendors, and update customer
• Investigate root-cause of incidents and service failure and issue CAPAR
• Manage and support both Internal and External Auditors queries
• Conduct department meeting
• Timely escalation of issues / concerns that requires broader attention and resolution
• Take charge of Suppliers invoice disputes
• Take on all other ad-hoc tasks delegated by Manager

Requirements:

• Diploma / Degree preferred
• Preferably with minimum 5 years of experience in freight forwarding
• Proficient in MS Office & ability to work independently
• Dangerous Goods Regulations (DGR) trained will be an advantage

Job ID: QV54VV6R

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word format to [email protected]

We regret that only shortlisted candidates will be notified

People Profilers Pte Ltd

20 Cecil Street, #08-09 PLUS Building Singapore 049705

+65 6950 9747

EA Licence Number: 02C4944

Registration Number: R1100011

EA Personnel: Carlo Antonio Dela Cruz

People Profilers Pte Ltd (People Profilers) has entered into a Partnership Recruitment Collaboration with Employment and Employability Institute Pte Ltd (e2i), to extend the support of hiring beyond e2is resources to broaden the reach of jobseekers.

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to People Profilerss PDPA and e2is PDPA (https://www.e2i.com.sg/pdpa/).