Customer Service Supervisor Manager

7 days ago

Pasig, National Capital Region, Philippines WHR Global Consulting Full time

Job Summary

We are seeking an experienced Logistics Operations Leader to join our team at WHR Global Consulting. As a Logistics Operations Leader, you will be responsible for providing guidance and leadership to team leaders and members to achieve both customer and business outcomes through effective communication, problem solving, and efficient process execution.

The successful candidate will have a strong background in logistics operations, excellent leadership and communication skills, and a proven track record of driving process improvements and delivering results.

In this role, you will lead the team to implement and execute the right processes in order to achieve productivity, timeliness, and quality success measures and enable business growth. You will also monitor and assess teams' operational methods and processes and propose ways to improve them.

This position reports to Global Business Services – Operations Manager.

Key Responsibilities
  1. Manages and leads leaders and members in the execution of day-to-day operations based on migrated processes which includes but not limited to:
  2. SEA Documentation and Rating
  3. ISF-related activities (Importer Security Filing)
  4. Possesses in-depth understanding of business and processes to be able to effectively monitor overall performance in order to achieve service and operational excellence
  5. Develops and implements standard operational rhythm to consistently deliver service level objectives and metrics on timeliness, accuracy, quality of work, and customer satisfaction
  6. Sets clear and realistic goals to leaders and members and monitors team and individual performance regularly
  7. Advocates process documentation and standardization towards process maturity
  8. Drives key initiatives to facilitate process improvement and efficiency; Partners with both internal and external customers to implement critical actions
  9. Conducts root cause analysis to drive permanent issue resolution
Leadership Skills
  • Leads and creates a strong team culture of collaboration, ownership, agility, and resilience through regular 1:1 with direct reports, team huddles, and engagement initiatives
  • Identifies training and development programs for members and leaders to develop a high performing and engaging team
Customer Focus
  • Conducts monthly business and operations review with customers and stakeholders to discuss results and performance, issues for resolution, process alignment and standardization
  • Proactively communicates updates, issues and progress that require immediate attention or resolution from both internal and external customers
Qualifications
  • At least Bachelor's degree; Master's degree/MBA is a plus
  • More than 3 years of relevant working experience in the same leadership capacity; Experience in shared service set-up in a logistics and/or freight forwarding is preferred
  • Customer oriented with the ability to establish strong relationships and interact effectively with customers at various levels
  • Above average interpersonal, communication and presentation skills
  • Above average English proficiency
  • Possesses Customer Service mindset and passion for service excellence
  • Ability to effectively & efficiently adopt/adapt information technology to enhance productivity and efficiency
  • Good knowledge of shipping business and processes
  • Drives entrepreneurial mindset and agility to get things done
  • Process driven and process detailed. Ability to deep dive into processes and perform root cause analysis
  • Proficiency in Windows and Microsoft office

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