Supervisor - Contract Logistics / SCM, 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.

Responsibilities

Directly supervising, interviewing, hiring, and training customer service coordinators. Ensure that the customer service team has excellent communication, problem-solving, and professional phone etiquette skills for achieving customer satisfaction.

Planning, assigning, and directing work, including appraising performance, rewarding, and disciplining employees (customer service coordinators).

Addressing complaints and resolving problems engaged in customer service activities and procedures.

Standardizing customer service procedures across the company and diffusing difficult situations between customer service representatives and customers.

Organizing workflow and ensuring that employees understand their duties or delegated tasks.

Monitoring pending emails from customers and resolving escalated customer complaints or disputes.

Identifying areas for improvement for Customer Service Coordinators.

Developing and maintaining productive relationships with all staff and inter-department.

Performing any other job duties as assigned by management and providing feedback to management concerning possible problems or areas of improvement.

Reviewing and checking the work of subordinates such as reports, records, and applications for accuracy and content, and correcting errors.

Qualifications

Minimum of Diploma holder in relevant disciplines and 3-5 years of experience in customer service.

Preferred 1-3 years of experience in a supervisory role.

Knowledge of warehouse management system would be an advantage.

Thorough understanding of communication techniques and practices.

Decision Making, leadership, result driven.

Proficiency in multitasking.

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

#J-18808-Ljbffr