宁波招聘

Job Title:CSR Manager CCSU North China
Organization:CSAV Group (China) Shipping Co., Ltd.
Department:China Customer Service
Reports to:Regional Customer Service Management
Location:Ningbo


General Summary:

To Manage the Great China Customer Service Organization and related processes, tools, procedures, metrics and Customer Care matters, in order to ensure a consistent & sustainable Customer Service Delivery according to standards set Corporately/Regionally.


Principal Duties and Responsibilities:

External:

1. Consistent delivery to customers of the promised service level

2. Booking & Documentation quality / timeliness

3. Compliance issues National Authorities, CSAV Standards, SOPs, Policy, etc

4. Proactive support to e-commerce rollout

5. Freighting Quality

6. Pro-active support to Customer survey

7. Import Data Quality and Service

8. Customer Experience Development

9. Overall delivery of our Basic Level Product.

Internal:

1. People: ensure competence, motivation, monitor CSR Team performance, develop a succession plan and create/keep talented CSR staff.

2. Organization: ensure structure is appropriate, efficient and cost-effective, including Front Office & Back Office relationships

3. Process: act as local owner of Customer Service Process, ensure compliance Global, Regional, Local-, promote improvements and ensure touch points with other processes are properly handled.

4. Productivity: Monitor standards

5. Data Quality: monitor and take corrective actions to meet corporate/regional standards

6. Audit & Control: CSR KPIs, freighting accuracy, local charges benchmark & control, service delivery

7. Measurements: Monitor standards, set & monitor local targets, support new developments

8. Freight Corrections Analysis

9. Procedures/SOP/Process/System changes manage, design, risk assessment and extract benefits-.

10. Proactive support to the Global/Regional Process & System projects


Country Focal Point for:

1. Customer Service Process

2. Customs / Customer Service Compliance issues

3. FO/BO relationships

4. Implementation of Global/Regional Customer Service Projects ( local champion )


KPIs:

1. Delivery the Customer Service KPI's at least equal to Targets.

2. Achievement of productivity targets

3. External Customer Service Measurements

4. Effective change management in process & system implementations, work transfers.

Details:

1. Monthly ACD abandoned rate < 3.0%

2. Monthly ACD call ratio > 65%

3. Monthly E-mail requests answering time < 2hours

4. Monthly 99.0% e-mail requests solve within 24 hours

5. Booking Confirmation <=2 hrs

6. BL release <= 24 hrs after vessel departure

7. Arrival Notice <= 48hrs before vessel arrival

8. Annual Customer Survey


Internal & External Contacts:

Internal:

1. Branch Managers Greater China

2. Commercial Managers Greater China

3. Operation Manager Greater China

4. Finance Manager Greater China

5. GSSC Managers

6. Worldwide Customer Service

External:

1. Clients

2. State Agencies


Job Specifications:

Education: Bachelor's degree or above

Experiences: Above 10 years' experience in Shipping or forwarding industry, at least 5 years' in supervisory level.

Language: Good command of written and spoken English and Mandarin, Cantonese is a plus

Specialist Knowledge:

Essential Skills: 1. Good at change management and measurement

2. Strong process knowledge and buy-in

3. Focus on Customer Care

4. Strong communication skill and interpersonal skill

Computer Skills: With PC knowledge (Excel, Word, and PPT)

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南美轮船（中国）船务有限公司大中华区总部设在上海，下设有3个公司，1个物流公司，7个分公司和3个办事处，拥有超过500名员工。