National Customer Service Manager

Summary

The incumbent is responsible for managing and ensuring the smooth running of the import, export and domestic operations and customer service of World Courier.

Responsibilities:

Operational/Customer Service Performance

• Identify and implement processes and training that lead to continued improvement of service outcomes.
• Maintain and develop performance standards & customer outcomes.
• Review and ensure that Operations and Customer Service are working efficiently.
• Ensure that all communications (internally & externally) are accurate, consistent, timely and concise.
• Develop relationships with industry to establish optimal shipment transits (Cargo recovery, lodgement & clearance).
• Take pre-emptive and proactive action to prevent problems with service delivery.
• Monitor and measure the service quality of systems, staff and carriers.

Network & Training

• Create & implement strategies and plans to develop staff capabilities.
• Review and adapt organisational structure to be aligned with development.
• Monitor and develop network to ensure service delivery.
• Directly or indirectly supervise operations staff across.
• Develop and maintain staff skill levels through an annual training program.
• Develop and maintain staff cross-training/multitasking program.
• Keep all staff informed as to Operations policies, procedures & guidelines.
• Keep all staff informed as to regulatory compliance matters.
• Keep all staff informed as to Information Technology hardware and software developments relevant to the operations area.

Technology

• Work with the Information Technology area to ensure that all office systems and support services are operational and effectively supporting the business.
• Liaise with the Information Technology area to represent the interests of Operations and provide feedback.

Staff Performance Management

• Thoroughly induct new staff as to their responsibilities and the requirements and expectations of World Courier.
• Monitor and review staff Key Performance Indicators.
• Conduct performance appraisals for all direct reports, at a minimum interval of every 6 months. More often if required.
• Target, nurture and develop strong performers.
• Manage poor performers by training, supervising and providing feedback and coaching.
• Ensure that the approval of the General Manager is obtained prior to dismissal or "managing out" of a staff member.
• Ensure that the requirements of the Unfair Dismissal Act are met, in the event that a dismissal becomes necessary.

Airlines & Routings

• Monitor and ensure secure, speedy and innovative routings are used.
• Lead &/or oversee negotiation of contracts and rates with agents & carriers.
• Work to ensure that arrangements with airlines, ground handlers and routings are as efficient and cost-effective as possible.

Compliance & Reporting

• Be informed on and comply with all government legislative and other requirements eg: China Entry-Exit Inspection and Quarantine, Saudi Food and Drug Authority, Some country's Food and Drug Authority, Ministry of Health, International Air Transport Association, International Organization for Standardization & etc.
• Prepare an annual Operations Plan for the General Manager outlining proposed initiatives, activities and developments.
• Prepare a monthly operations report and a six monthly overview, for the General Manager.
• Complete all internal reporting to the standard required by Head Office, and by the due date.

Reports Directly To:

General Manager

.

Experience:

• Experienced people management.
• International experience (e.g. in an MNC, overseas study)
• Experience in similar role.

Minimum Skills, Knowledge and Ability Requirements:

• Analysis - Thinks through a situation systematically. Critically evaluates both numerical and narrative information. Draws accurate conclusions.
• Adaptability - Responds positively to change. Maintains effectiveness when confronted with new work situations or the uncertainty and ambiguity that come with change. Is open to new ideas, assignments and approaches.
• Innovation - Generates creative ideas and fresh approaches to problems. Is resourceful.
• Decision Making -Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
• Planning & Organizing - Plans a course of action to accomplish high-priority goals. Monitors progress. Anticipates problems and revises plans to meet changing circumstances. Schedules time effectively and uses efficient work methods and tools.
• Results Orientation - Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
• Teamwork - Works cooperatively with others to achieve targets and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
• Accountability - Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
• Commitment to Excel - Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.
• Communication - Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Self Management - Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
• Thorough knowledge of the international airfreight industry.
• Comprehensive understanding of government legislative requirements.
• Information Technology proficient.

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: World Courier Korea Co., Ltd.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned