Job Description

Role Purpose The Assistant Customer Services Manager (Asian Focus) will support the Customer Success Manager in driving internal focus on customer satisfaction through the adoption, implementation and continuous improvement of our customer service platforms, ensuring best practice. The role will also provide support to develop external customer relationships with Asian customers that promote retention and loyalty, helping customers get the most of our omni-channel service offerings, and achieving our goal of “Saving Customers Time”.

Role Accountabilities Customer Service- With specific focus on Asian Customers

• To work closely with the Export & Import Supervisors to ensure the efficient running of Customer Service & Documentation at all times

• To manage the efficient and timely production & distribution of all the import and export documentation needs within industry standards

• To review and analyze the Import & Export CS KPIs and implement improvement plans with appropriate deadlines for the required areas

• Assist the Branch Manager ensuring all creditor invoices are checked by the appropriate staff, approved & processed for settlement in accordance to Swire’s creditor policy.

• To develop and maintain ‘key customer’ relationships with the objective of ensuring all their documentation requirements are met

Key Asian Accounts Management- Support the Key Account Manager Asian focus in:

• Develop and maintain contacts and relationships with key stakeholders, including, but not limited to, Asian focused shippers, consignees, freight forwarders, project coordinators and trading houses.

• Seek to build market leading solutions with our Asian clients to promote “saving our customers time”

• Drive continued improvements in the collection of container detention and turn times.

Project Management Related to Asian Customers

• Support the team in managing and prioritize actionable team backlogs and ensure priorities are aligned to business requirements

• Provide support in managing stakeholder communication on project deliverables and implement effective and efficient project management practices for development teams

• Proactively evaluate and analysis any challenges in product features and concepts along with delivery pipeline, plan and take actions to mitigate to ensure projects are delivered on time.

• Manage stakeholder communications, and helping to implement an effective system of product delivery.

Safety

• Take responsibility for the safety of myself and those around me by displaying safety leadership principles (i.e. Safety I’s & Accountability ladder).

• Challenging and stopping unsafe acts and behaviours or unsafe conditions.

• Comply with the Global Safety Standards, Polices and Operating Procedures.
  

Key Qualifications & Skills Qualifications

• Candidate should have at least a Bachelor’s degree, with min. 2 years practical experience in the liner shipping industry.

Professional Skills

• Well-developed communication (both oral and written), interpersonal, negotiation and influencing skills

• Good command level of English and Mandarin

• A high level of integrity and confidentiality with high professional standards

• Outstanding relationship building skills and a team orientated approach