Manager – Customer Service and Support

Leads APLL's Customer Serviceoperations at the country level,responsible for delivering and executing APLL servicecommitments for the assigned Lineof Businesses (LOBs).

• University Degree.

• Minimum 8 to 10 years working experience in the logistics industry and proven track record in Customer Service/Operations.

• In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows.

• Track record in managing large accounts (complex business rules) and engaging MNC stakeholders.

• Experience leading Customer Serviceteams in the logistics sector.

• Highly data-driven and process-minded leader,who has led large teams.

• Able to articulate complex supplychain topics, meaningfully engage senior stakeholders and seek solutions in anambiguous environment.

• Able to leverage technology ormobilize suitable stakeholders to implement solutions.

• Cross functional experience is highlypreferred.

• International work experience is advantageous.

• Problem-solving skills.

Good command of English and communication skills.

Customer Service OperationsManagement

• Establish internal operational standardsfor customer service operations in line with agreed customer Service Level Agreementsand APLL Operational Excellence standards.

• Drive work and resource allocation forvarious customer accounts based on volumes, seasonality and criticality ofshipments.

• Manage peak/off peak resource allocation and drive inter-departmental workflow efficiencies.

• Oversee shipment planning operationsacross various customer accounts by holding service teams accountable for keyoperational metrics and customer Service Level Agreements (SLAs).

• Drive effective problem solving for major customerservice issues to ensure restoration of service levels and customersatisfaction.

• Escalate issues with non-standardcomplexity,larger than approved cost impact, or compliance threats.

• Review and report periodically on operationsdashboard comprising key performance and service compliance metrics toprovide end-to-end visibility for the assigned LOBs' operations.

Operational Excellence

• Engage local vendors, suppliers andother stakeholders to identify opportunities for resolving customer issuesand/or adding value to customer service.

• Participate in business reviews withcustomers to assess performance, deliver operational excellence and drive business growth.

• Continuously identify service gaps,make recommendations and implement solutions to enhance customer satisfaction.

• Review performance and productivity metricsof service teams to evaluate efficiencies, justify resource allocationand identify and address reasons forlow productivity.

• Lead Kaizen program and initiativesto drive continuous improvement within customer service operations; hold service teamsaccountable for continuous improvements in the operational processes.

• Drive operations excellence and sustainableproductivity growth through oversight of the Center ofExcellence for Customer Service,aimed at adopting and sharing best practices in customerservice and identifying productivity synergies.

• Collaborate with technology teamsto identify solutions for processissues and inefficiencies where required. 

• Collaborate with key stakeholders toexecute BCP in times ofcrisis.

• Drive compliance of customer service operationsto applicable regulatory and compliance guidelines, including APLLgovernance standards, local regulations etc.

• Support internal and externalaudit processes and lead and close anyaudit issues identified.

VendorManagement

• Build relationships with localvendors and suppliers to drive improvementsin customer service outcomes.

• Hold and suppliers vendors accountable foragreed performance criteria.

• Manage costs arising out of vendorissues as per contractual agreements.

• Collaborate with vendors and suppliersto drive greater process efficiencies through resolving process issues, optimisingworkflows.

Commercial and FinancialSupport

• Develop and drive VendorLogistics Program to identifyand execute opportunities for local business growth.

• Build upselling skills within customerservices team through training and work assignments; motivate staff to achieve greater commercial outcomesthrough upselling.

Relationship Management

• Build relationships and communicationchannels with key customer representatives to ensure collaboration,clarity of expectations and responsive and effective resolution of customer issues.

• Build relationships with Buyers/KAM,Vendors,Carriers, nominated forwarders to enable Operational Excellenceand drive volume growth.

Teamand People Management

• Manage budgets, workforce size andallocation for the customer serviceteam to ensure team is optimally staffed.

• Lead goal setting, periodic performancefeedback, and effective performance management and rewards for the team.

• Drive continuous learning and upskillingthrough providing learning and development opportunities and holdingstaffaccountable for their learningand development.

• Build aculture of service excellence,continuous improvement, flexibility and cost consciousness within the customerservice team.

• Drive build-up offtalent pipeline to ensureadequate succession planning for key staff.