Has responsibility for all customer service activities within assigned
scope in 4PL. Manages and supports the team and drives the team's
performance including the customer experience delivery.
The 4PL CS Leader is responsible for :
Support 4PL CS Manager in leading and managing the CS teams to focus on the key Customer Service Drivers :
Easy to Do Business with
Timely Delivery of Document; shipments
Efficient claim handling
Ensure service delivery alignment with agreed client SLA’s.
Ensure that the CS Import teams adhere to service standards for :
Coordinating relevant stakeholders (Brokers, Suppliers, Customers ) to perform end-to-end shipment process.
Resolving issues / query from relevant stakeholders.
Responding to customer enquiries.
Monitor data integrity of systems.
Drive operation issues by updating, controlling DMS file (Daily Management System)
Responsible for cross sell / up sell, customer retention.
Ensure proper SOPs / IOPs are established and managed through any related hyper-care.
Having basic knowledge about Customs regulations.
Record and report the performance of the designated set of Customers that help provide suitable recommendations on : Service delivery wins / Service failures
Work with the PM / Commercial team to establish and strengthen customer relationships.
Expectations from the Role :
Build Strong Customer Relationships :
Carry out Monthly / Quarterly formal reviews with Customer.
Develop a strong understanding of the business of customers to ensure customer retention.
Provide regular updates to commercial team on cross-sell / up-sell opportunities.
Stakeholder Management :
Act as a prime point of contact with customers, working closely with PM and other CS / COE offices to deliver seamless customer experience
Ensure effective communication to Regional / Area Management and Commercial team on market / customer updates / issues & service requests.
Collaboration with internal stakeholders, not restricted to Procurement / Customer Service / Operations / Products teams to identify areas of cost savings / process optimization / improvements.
People Development :
Allocate resources within team for an effective workload balance and to optimize resources.
Set clear objectives and guide sub-team to achieve targets and performance standards.
Develop a robust succession plan and ensure people growth within team.
Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement.
Lead employee engagement activities within team.
Information Systems :
Customer Advisory System maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc.
and to escalate to 4PL CS Manager for the issue of customer advisory notices.
Reporting and Performance Management Overview for Teams under his or her management, and to Benchmark / Drive Performance vs Agreed Performance Standards.
The company systems operation.