[HCM] - Team Leader Customer Service Representative (Shipment Planning/ Cargo Planning)

1. Job Responsibilities:

• Execute established processes and audit measures to support and meet customers’ requirements at the agreed level.
• Execute and adhere to customers service requirements from LPs/FAPs to Bookings, Cargo movement, Data Transmission, Invoicing.
• Problem Resolution – ensure issues are tackled immediately and escalate to customer service supervisor/manager when there are potential costs impact and service issues.
• Review and propose processes that will help to achieve cost savings and ensure profitability
• Monitor established processes and audit measures to support and meet customers’ requirements at the agreed level.
• Monitor and guide CSR and Senior CSR to comply with customers’ and vendors’ requirements
• Ensure periodic variances explanations for KPI performance measurement are provided in a timely and accurate manner.
• Periodic review of costs and revenue, and ensure APLL continues to make money in all services provided.
• Continuously identify service gaps, make recommendations and implement solutions to enhance greater customers satisfaction.
• Continuously intensify relationships with vendors and customers in order to maintain and protect company business.
• Oversee and maintain team reports, ensure required reports/data are provided in a timely and accurate manner.
• Support CSS in managing carriers, forwarders, other service providers to ensure compliance with customers’ requirements.
• Plan, schedule, coordinate, and set priorities work for the team, ensure proper assignment and adequate manning of facilities.
• Assist CSS in training CSR and senior CSR to meet the demands of customers in a professional manner.
• Assist CSS to coordinate and manage customer service representatives when necessary
• Support and develop Vendor Logistics Program with the aim of deepening business relationships and securing new businesses.

2. Job requirements:

• University/ College Degree
• Minimum 4 years working experience in the logistics environment
• Knowledge and experience in foreign trade, logistics management, warehousing and distribution, and other supply chain-related services.
• Customer-oriented 
• Ability to effectively & efficiently adopt/adapt information technology and logistics solutions as an enabler to supply-chain processes.
• Good analytical problem solving
• Strong spoken and written communication skills
• Can work independently under pressure and within deadlines.
• Strong / Potential Leadership, self motivate and motivating others