Enter the introduction paragraph(s).
Responsibilities:
- DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:
Maintain Operational Excellence: - Maintain Operational Excellence for themselves and coach the team around Operational standards
- Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally
- Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre-alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.
- Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.
- Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead
- Act as a team lead supporting the team supervisor
- Serve as the team's first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction
- Coach and train others on pricing strategies
- Facilitate Relationships:
- Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers
- Develop & coach team members and assist with new employee onboarding
- Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed
- Promote a positive working relationship for all team members
- Act as a key customer contact and subject matter expert
- Lead by example when it comes to customer outreach, retention, and expansion
- Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives
- Work effectively in a team environment and collaborate cross-functionally, building relationships with account management by proposing process improvement and/or consultative leads
- Monitor customer shipments trends and its impact to our processes and operation
- Other Activities:
- Support and/or Create new team efficiencies and processes
- Participate in customer visits, assist in evaluating the account
- Ensure customer SOPs are maintained and adhered to
- Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue
- Provide support to Sales Executives and Account Managers for customer reporting
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
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Required Qualifications:
- Required:
- High school diploma or GED
- 3-5 years of Global Forwarding industry experience
- Advanced proficiency in Microsoft Office Suite of programs
Preferred Qualifications:
- Preferred:
- Associate's or bachelor's degree from an accredited college or university in a related field
- 6-8 years of Global Forwarding industry experience
- Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)
- Excellent communication and customer service skills
- Proactive, ambitious, hardworking, analytical mindset
- Positive leadership skills and presence within the team (positive attitude, team player, flexibility)
- Strong prioritization and multi-tasking skills
- Ability to directly and decisively resolve problems
- Refined written and oral communication skills
- High level of flexibility as priorities and needs change daily in our business
- Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term
- High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges
- Values a diverse and inclusive work environment