Customer Services Manager (Yangon, Myanmar)

Kerry Logistics Myanmar

CORPORATE PROFILE


Kerry Logistics is Asia's leading logistics service provider with extensive operations across Greater China and the ASEAN region. Its core businesses encompass integrated logistics, international freight forwarding,
express and supply chain solutions. With its head office in Hong Kong, Kerry Logistics has more than 1,000 service points in 51 countries and territories, supported by an agency network across six continents.

                                  

Kerry Logistics Myanmar is expanding the logistics business in Myanmar by forming Kerry Resources Transport Limited, KM Terminal and Logistics Limited and Kerry Freight Myanmar. 


Kerry Resources Transport Limited (KRTL)’s core business is delivering logistics services such as Domestics transportation services with own assets of 49 trailers, cooperating with KART for cross-border transportation, transportation services by sea, rail transportation, warehouse rental and handling services.


KM Terminal and Logistics Limited (KMTL) operates dry ports in Ywartha gyi, Yangon and Myit Nge, Mandalay which includes 10,000 sqm bonded warehouse, 20,000 sqm distribution centers, 200,000 TEUs Container Yard and offers rail-transportation services by co-operating with Myanmar Railways.Kerry Freight Myanmar (KFM) offers services concerning with freight such as sea freight and air freight.


What we look for


We believe people are our greatest asset, driving the company’s spirit of innovation. At Kerry Logistics Myanmar, we place great importance on attracting and retaining high quality staff and are committed to investing in and nurturing individual careers.


Join Kerry Logistics Myanmar today and grow with us.

Yangon   29 January 2020
Job Reference: MJ1527817588645

Job summary:

The Customer Service Manager is responsibilities for this role include managing and improving customer service standards and service quality. This role will manage the day to day provision of quality removals services and contribute to the achievement of meeting and exceeding customer expectations, reducing claims and reducing the incidence of customer complaints. Manage team to provide effective customer service to all internal and external customers as well as communicating effectively with team members.

Responsibilities:

  • Lead and manage the CS Team to ensure they deliver an exceptional customer service in an operationally efficient way, as per agreed KPIs 
  • Maintain any customer service and/or operational issues and proactively seeking, recommending and implementing resolutions and improvements
  • To represent the company as the contact person with the key customer
  • Monitor and maintain the company’s reputation and upholding the company’s values
  • Maintain good relationship and network connections with customers, suppliers, government officer, sales & marketing, operations, finance & accounting and other related parties
  • Establish and maintain working relationships with Customs department. Maintain current knowledge of customs and shipping regulations/restrictions for import/export worldwide; communicate changes effectively 
  • Ensure end to end customer services process is done effectively from the open job in the system, communicate with operations team members to deliver the order instruction from a customer and prepare the report for issuing the invoice within a definite timeline.
  • Managing customer complaint escalations, finding solutions and following through on all actions and commitments
  • Ensure the effective data records of customer interactions, process customer accounts and properly file documents
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Develop team member to effectively deliver their jobs and maximize their potential for future growth 

Requirements:

  • At least Bachelor’s degree in Business Administration, Marketing, Logistic or Supply Chain Management or related field.
  • At least 5 years of experience in the customer services, export/ import, custom clearance and related area with at least 1-2 years of experience in team management.
  • Ability to thrive effectively under pressure and fast-moving business.
  • Good leadership, team management, and team motivation
  • Must be able to read, write and speak English very good level.
  • Good knowledge & experience in Microsoft Office.
  • The preferred competencies:
  • Good interpersonal and communication skills.
  • Able to work under pressure, adaptability and well organize.
  • Logical thinking, Problem Solving, and Analysis skills.
  • Good player and teamwork orientation
  • Software user-friendly
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