Assistant Manager - AirFreight, Customer Service

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

This position is responsible for overall team performance towards supporting customers by providing helpful information, solutions while ensuring customers are satisfied with company’s products, services and features. The position also follows up actions and monitors daily customer / operations related issues. Communicate effectively with internal and external customers and vendors. Cultivate and embrace LEAN way of management to ensure cost effective operations.

Responsibilities

• Relaying extensive product information to customers.
• Express operations strategies and objectives to make sure that the department reaches its target and operates effectively.
• Developing long term plans to achieve the goals and objectives.
• Analyzing team performance through Key Performance Index ("KPI").
• Check on the performance of the operations of both internal service providers and external service providers.
• Supervising day to day operation in the customer service department. Creating effective customer service procedure, policies and standards.
• Ensuring all required milestones are being updated in timely and orderly manner.
• Liaison with other Sections to preserve customer‑oriented service towards customers.
• Lead all problems solving needs through ability to identify problems and capability to evaluate the issue and define solution. Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Managing the operations cost and create cost effective customer service / operations team.
• Managing, evaluating and reporting on Customer Service / Operations activities. Maintaining accurate records and documenting all customer service activities and discussions.
• Provide training to new customer service coordinator.
• Other necessary tasks assign by Superior.

Qualifications

Benefits

To be considered for this position you must have valid rights to work and live in Malaysia.

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