Responsibility

- Lead the Customer Service and Import License teams; coordinate and align with Operations, Customs Clearance, Logistics, Fleet, finance and Warehousing Teams in accordance with Job Follow Up and upcoming plan.
- Manage Customer Service Team to ensure that company’s service quality meets with customers’ requirements.
- Manage Export/ Import License Team to ensure that all EL/ IL applications are smoothly done in accordance within time line.
- Develop the Customer Relationship Management mechanism and make sure it is properly functioning.
- Build long-term relationship with new and existing customers.
- Plan monthly and quarterly work volume forecasts of regular customers.
- Join to sales call and business development meeting with prospective client as required.
- Develop SOPs as required to fulfil the client’s requirement (for team internally and for each customer).
- Monitor Customer Service Team’s daily tasks to make sure all shipments are completed smoothly (from job creation till invoicing of each single shipment).
- Coordinate with Finance (along with Operations team) for cashflow forecast.
- Check and validate the operations costs and vendor payment as required.
- Monitor on invoice issuing of each Customer Service team member, check and analyze the Cost & Revenue report.
- Report to Management and share to Sales (and other departments) based on Cost & Revenue report.
- Monitor team budget and meet the teams’ targets and KPIs.
- By coordinating with Human Resource Department, monitor on respective team HR related things and continuous capacity building programs.
- Support and assist to management in company policy, strategy, business development and other respective management matters.
- Weekly and Monthly report to Management.