上海渤锐桥企业管理咨询有限公司（物流主管/客户服务主管）

Job　Title：Chief　of　Customer　Service　TeamReports　to：Head　of　Customer　Service　Department
Overall　responsibilities：
Leading　a　customer　service　team　to　deliver　service　we　commit　to　the　client　through　but　not　limited：
-Managing　a　team　of　several　team　members-Ensuring　operation　at　origin　adherence　with　SOP　and　delivering　satisfied　service　to　the　client-Driving　financial　results　and　managing　cost　during　service　delivery-Supporting　project　of　client　at　origin　side-Increasing　Productivity　by　optimizing　process-Developing　local　business　through　vendor　base-Value　Added　Service（VAS）-Additional　tasks　within　department　or　branch

Specific　responsibilities：
1.People　Management　Lead　a　combination　of　single　contributors　and　develop　all　colleagues　to　achieve　the　maximum　of　their　potential.
-Attract，develop　and　retain　talent　within　the　A.P.Moller-Maersk　Group-Ensure　the　right　people　in　the　right　positions-Motivate　subordinates　and　increase　employee　satisfaction-Coach　and　train　team　members　to　achieve　excellent　performance　in　their　job-Be　a　role　model　in　leadership　and　living　our　core　values-Build　up　a　strong　leadership　pipeline　with　adequate　successors-Ensure　that　all　members　have　signed　job　descriptions　and　clear　objectives
2.Customer　Service　Excellence　Provide　and　continue　to　improve　customer　service　to　the　clients　and　their　suppliers　to　secure　certainty　and　reliability　supply　chain　of　the　client.-Improve　shipper　satisfaction-Improve　consignee　satisfaction-Improve　satisfaction　level　of　key　account　manager-Ensure　a　high　data　quality　and　timeliness-Ensure　zero　service　failure-Organize　workshops　to　improve　our　relationships　with　shippers，carriers　and　consignees-Ensure　operation　adherence　with　SOP-Ensure　KPIs　meet　requirement
3.Drive　financial　resultsConstantly　review　opportunities　to　optimize　the　profitability　and　deliver　financial　business　results　as　per　agreed　objectives-Deliver　timely　and　accurate　budgets，actuals　and　estimates　to　provide　an　adequate　decision　base-Collect　account　receivables　on　time　in　order　to　avoid　A/R　outstanding-Analyze　figures　and　raise　questions　to　FIN　when　required-Low　the　cost　during　service　deliver
4.Increase　ProductivityConstantly　find　ways　to　work　smarter　and　take　redundancy　out　of　the　system-Optimizing　operation　process　and　continuing　improve　IOP-Support　and　implement　automation　initiatives
5.Business　Development-Value-added　ServiceDigging　out　our　shippers‘needs　of　logistics　in　their　supply　chain　and　offer　appropriate　solution，whilst　generate　profit　for　the　organisation.-Ensure　the　team　participates　in　developing　and　selling　value-added　services　to　shippers-Undertake　initiatives　expanding　his/her　team　members’knowledge　in　Business　Development　and　thereafter，contribute　to　the　department‘s　profitability.
6.Client　project　supportingProviding　sufficient　support　to　key　account　manager　and　other　related　party　to　develop　client　project　from　origin　side　to　extend　the　business　with　the
7.Additional　tasks　within　department　or　branchActive　participation　in　activities　at　department　or　branch　level；ensure　best　practise　sharing　across　different　teams　and　involvement　in　overall　department　initiatives.-Manage　or　co-ordinate　projects　across　the　teams　and　department　level　in　order　to　enrich　his/her　knowledge　in　different　areas　and　contribute　to　the　results　of　the　department　and　branch.-Initiate　activities　to　contribute　to　building　a　strong　department　or　branch
Measurement/success　criteria　of　the　position：
Scorecard-Deliver　Customer　KPI’s-Vender　Satisfaction-DSO/AR-Deliver　VAS　CM1-Productivity-EES　score-Extra　Mileage
Feedback　from　your　peers，subordinates，manager　and　other　related　parted　like　key　account　manager，shipper　account　manager　etc
Authority　and　powers　reserved　for：
Refer　to　Approval　Authority　matrix.
Learning　opportunities：

People　Management　Team　Management　Financial　Knowledge　Developing　local　business　streams　Project　Management　Problem　solving　skills　Customer　relationship　management
Requirements：

Customer　service　team　leader　experienceGood　logistics　knowledgePeople　management　experienceResult　oriented，be　proactiveOpen，positive　and　passionate　attitudeTeam　playerFluent　spoken　and　written　EnglishGood　MS　office　and　analytical　skillGood　communication　skill