重庆招聘

Purpose of the position

Supervise, lead and actively participate in the tasks of the Customer Service department. Ensure total Customer Satisfaction and Operational Excellence through solid guidance of staff, a flawless communication and Operations

Key Tasks

1. Lead and motivate team members to ensure timely, friendly and excellent Customer Service

2. Responsible for all daily Operations of team members and ensure compliance within Area guidelines, current procedures and Company's policies.

3. Review, cross-check and register SOP(s) and quotation(s) as received from M&S and PA overseas offices.

4. Distribute instructions and ensure team members to follow up and operate in line.

5. Execute daily Customer Service tasks/activities – in line with CS JD.

6. Review reports and inform parties (superiors) concerned on any irregularities and claims.

7. Incident management – handle Customers'complaints, claims follow up and coordinate with departments concerned on related issues.

8. To assist, train both new and existing team members when necessary.

9. Monitor team members'performance and workload and provide assistance where and when necessary.

10. Conduct regular review of existing procedures and systems with team members and propose improvement / changes where required followed by implementation and control upon acceptance of proposal.

11. To take up additional tasks as assigned.

12. Back up for other team members when necessary.

Decision Making Authority

1. Deciplinary responsibility of Customer Service team.

2. Making decisions in view of IMS processes.

3. Taking actions in view of operational excellence.

4. Proposing disciplinary measures within department to Customer Service Manager.

5. Agree annual- and sickleave.

6. Exception handling ONLY after consulting with Customer Service Manager.

Function / Market & Industry Knowledge / Business Acumen / Process working

1. Excellent and thorough knowledge of Air/ Sea Export and Air / Sea Import.
2. Operational know-how (Document Processing)
3. Excellent knowledge and understanding-Document Process Functionality and Documentation guidelines.
4. Comprehensive understanding of PA systems functionality.

Skills & Competencies

Competencies – Leadership

1. People Management and Leadership (Recruitment/Selection/Training & Development/Coaching/Performance Management)
2. Organizational skills (prioritize, plan, assign and control)
3. Decision-making capabilities

Competencies – Business

1. Ability to gather data, compiles information, and prepares reports on vendor’s performance, irregularities/claims and market information.

Competencies – Personal

1 System (Internal) focused

2. Analytical Skills (Analyzing Referrals / Creative Thinking)
3. Process and Project Management skills
4. Able to work in a diverse environment and cultures
5. Communication & Interpersonal skills
6. Ability to communicate effectively, both orally and in writing.

Educational background / Work experience

1. Industry experience (more than years)
2. Management experience (minimum 1 years)

Language skills

1. Language skills: Fluent in English and knowledge of local language will be an advantage.

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining intercontinental Air and Ocean Freight with comprehensive Value-Added Logistics Services and Supply Chain Services.

Thanks to its in-depth industry know-how and customized IT systems, Panalpina provides globally integrated end-to-end solutions tailored to its customers' supply chain management needs.

The Panalpina Group operates a global network with some 500 branches in more than 80 countries. In a further 80 countries, it cooperates closely with partner companies. Panalpina employs approximately 15,000 people worldwide.

If you are interested in our company,pls send both your English and Chinese CV.

谢绝来电，来访，谢谢！