Monroe Consulting Group Malaysia, an executive recruitment firm is partnering with an international 4PL logistics and supply chains company to hire a Team Lead (Airfreight). This role is responsible in delivering visibility, optimization and high level of satisfaction to the company's major accounts. This opportunity is based in Subang Jaya, Selangor.
Job Responsibilities:
- Lead a team of Customer Services agent (Front-Offices, Back-Offices, BillingAuditors…)
- Ensure the targets (performance, quality, cost) are reached by the team who is responsible for
- Lead the team by bringing team spirit, encouraging continuous improvement initiatives
- Coach the team by sharing his/her experience and bringing trust and self-confidence
- Organize the daily team attendance and involvement (hybrid management, back-ups…)
- Alert his/her direct Manager in case of dysfunction internal to the team
- Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix
- Both, Supervise and MonitortheOperationalWorkflow to Ensure a Full Supply Chain Visibility to the Customer
- Receive and control customer bookings according to the processes in place
- Contribute to the continuous improvements and savings for the customer (optimization, consolidations…)
- Ensure the data quality and assign customer booking to a selection of 3PLs
- Monitor shipments on regular basis (3PL shipment confirmation, milestones completion, etc.)
- Drive corrective actions when required (missing event, missing document etc.)
- Monitor delays and deliveries events using the dedicated IT solutions (TMS, collaborative platform, BI…)
- Alert the customer team pro-actively in case of deviation and propose alternative solutions
- Communicate with internal (regional and overseas) and external organizations
- Ensure that all communications generated in the related IT solution (chat, tasks etc.) are handled in a timely manner.
- Create the reports and analysis to give a consolidated vision of the flows for a single customer
- Track and provide corrective actions for the customer complaints
- Deliver Customer Satisfaction
- Manage and supports order management to ensure the best possible service level
- Meet deadlines and ensure completion of customer service tasks within the expected time frames
- Ensure a consistent and pro-active communication flow with the customer
- Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
- Prioritizes, resolves and/or escalates issues to secure the customer's interest
- Represent the company internally and externally
- Use the tools and communication to react to customer requests
- Act as Single point of contact for the customer
- Report saving initiatives to the dedicated department
- Provide his/her expertise in transportation management
- Use of the technologies to be more efficient and work with the Customer Business Solution (I.T representative)
- Contribute to improve Partners and Vendor performance
- Monitor the 3PLs service quality and give feedback to the Hub manager
- Monitor the good deployment and efficiency of new operational practices with the 3PLs
- Contribute to formalize the SOP
- Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
- Set up and monitor corrective action plans in agreement with the Hub Manager
Job Requirements:
- Technical
- Proven track record in a similar role, ideally in a 4PL environment
- Experience in AOG (Aircraft on Ground) is an added advantage
- Minimum of 3 years of transport management / freight forwarding experience (Air operations)
- Minimum of 1 years of customer service experience
- Transport Operations Management (Airfreight, Seafreight, Roadfreight)
- Well organized and able to structure a small team (around 10 people max)
- Behavioural
- Excellent communication
- Team player
- Solution finder
- Rigorous
- Excellent inter-personal skills
- Thoroughness
- Organized
- Responsive
- Language
- Excellent in verbal and written English
