Back to jobsSupervise the Customer Service Assistants (CSA) in the handling of daily customer orders and requests.
Coach the CSAs’ in operating procedures and customers' requirements and qualify them in processing customers' orders.
Provide on-the-job trainings to CSAs and ensure their competency in carrying out their job duties.
Supervise and ensure that order processing of customer’s receipt and issue orders are promptly and accurately performed by the staff.
Ensure that all relevant transactional records for customer’s orders and warehouse receipts and issues are filed accordingly.
Maintain good rapport with customers to understand their requirements and response to enquiries and service issues highlighted by the customers.
Escalate critical issues to the Asst. Manager, quality and staff discipline.
Make recommendations to improve work processes and service levels.
Ensure that the customer products shelf-life and stop-ship dates are managed and updated accurately and timely from time to time.
Backup Asst. Manager on Monitoring the AED compliance on permit declaration during his/her absence.
Complete any special project or tasks as assigned by Asst. Manager.
Adhere to warehouse safety and security measures at all times.
Prepare customers’ KPI reports (submission before 5th of the month)
Back up AM to maintain store inventories & stocks replenishment of packaging material (e-Procurement) or local transportation billing reports etc.
Back up AM to respond to Customer Feedback Request (CFR) for root cause analyse and to implement the corrective or preventive actions (CAR)- Month CS meeting (customer)
Generating the Zoutlog report at 4 p.m daily, publish the Zoutlog dashboard. Chair the Monday, Wednesday and Friday Cadence call 1000 hrs. (feedback Operation issues)
Attend S.E.A call on 3rd and 4th week on the month.
Attend and Chair India Shipmax call 3rd and 4th week on the month- Monday and Thursday. Call may activate anytime when it’s required by the customer (especially month end)
Review of LC performance: - Reduce the LC discrepancy and improve LC lead-time improvement (SLA 2 calendar day)
Prepare Dangerous Goods Declaration/ IMDG
Booking processing (based on SLA), COO application, LC submission within the SLA (2 calendar days)
Attend other “Adhoc” tasks etc.
