[Company / Industry] Global healthcare logistics company / Supply and Logistics
[Position] Customer Service Supervisor
[Function] Customer Services
[Reporting Line] Customer Services Manager
[Employment Type] Permanent
[Location] Seoul, Korea
[Consultant in charge] Simon S. Kim
Reputable global company specializing in logistics for clinical trial materials and sensitive drug shipments.
To provide an enhanced level of customer services and operational support. Customer Services supervisor will deal with Customers Services team training, holidays, sickness & overtime records, overseeing daily operations are completed in timely manner & according to companies standards, providing support for team members, attending management ,meetings ,meetings with clients if required, assisting auditors.
Main Duties and Responsibilities
To monitor all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames.
To advise customers on daily basis of any services related issues (Customs detentions, eta flights/trucks).
Working with customers on daily basis with the aim of developing an excellent working relationship.
Analysis of repetitive operational problems and development of possible service solutions.
Advise customer latest booking times and documentation required.
Booking shipment with use of the Company booking system.
Supporting other departments within the Company – Customer Relationship
Management/Transport/Operations and Sales
Supplying customers with the Company Service information,
Potential customer information to be given to the Sales department
Keeping Customer services team holiday,sickness,overtime records
Arranging Customers Services shift Roster
Attending management meetings weekly
Attending meetings with customers if required
Assisting auditors if required
Training Customers services staff
Overseeing daily Customer Services operations and monitoring level of service provided.
Work towards developing a partnership between the Company and the Customer by gaining an understanding of the Customer’s specific industry requirements, and the Logistical requirements complexity that this places on the Company
The quest for speed, together with specific logistics requirements, has put increased pressure on the Company to provide high quality Customer solutions.
Extensive contact with Customer Representatives.
Extensive contact with local and regional Aviation and other relevant operational locations.
Extensive contact with Operations/Logistics divisions in HQ
To manage and liaise with all Company offices projects involving Direct to Patient (DTP) movements
Participate in scheduled meetings to discuss services performance and concerns.
Form working relationships and other an understanding of other department within the customer’s organization.
[Knowledge, Skills and experience]
Minimum 5+ years of work experience of Courier/Freight Industry or relevant industry
Complete and thorough understanding of Aviation/Airline Networks
Excellent communication skills with the ability to influence others
Excellent problem solving and prioritization skills essential
Flexibility in working hours required. Weekend coverage required in Customer Services
Fluent English / Native Korean
Prefer candidates with; Forecasting/Analytical qualifications, relevant International Trade licenses