Job Description
<Job Responsibilities> - Supervise and manage Customer Service operations for cross-border transportation and related logistics services - Manage Key Account customers and act as the main escalation point for complex operational issues and customer complaints - Monitor cross-border shipments to ensure timely delivery, accurate documentation, and compliance with customer and operational requirements - Coordinate with customers, overseas offices/agents, Transport, Customs, Warehouse, Sales, and other relevant departments - Review quotations, transportation costs, shipment charges, and related billing documents - Monitor team workload, service quality, outstanding cases, and operational KPIs - Analyze recurring service issues and coordinate corrective and preventive actions - Coach, develop, and evaluate Customer Service team members - Support the Manager in budgeting, manpower planning, process improvement, and departmental projects - Prepare operational reports and provide service performance updates to management
Job Requirement
<Necessary Skill / Experience> - Bachelor's degree in Logistics, International Business, Supply Chain Management, Business Administration, or related fields - Minimum 5 years of experience in Import/Export or Customer Service Cross-Border Transportation - Minimum 2 years of supervisory or team management experience - Conversational High level of English in speaking, reading, and writing <Details> - Strong knowledge of cross-border transportation, Import/Export documentation, and customs-related processes - Good knowledge of transportation costs, quotation, billing, and operational performance management - Strong leadership, communication, negotiation, analytical, and problem-solving skills - Service-minded, proactive, responsible, and able to work effectively under pressure <Preferable Skill/ Experience> - Experience in handling Key Accounts, complex logistics operations, and customer escalations