Customer Service Supervisor

[Company / Industry] Global healthcare logistics company / Supply and Logistics

[Position] Customer Service Supervisor

[Function] Customer Services

[Reporting Line] Customer Services Manager

[Employment Type] Permanent

[Compensation] TBD

[Location] Seoul, Korea

[Consultant in charge] Simon S. Kim

COMPANY DESCRIPTION:

Reputable global company specializing in logistics for clinical trial materials and sensitive drug shipments.

JOB DESCRIPTION:

[Main Purpose]

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.

General

[Context]

• 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.

[Contacts]

• 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

[Customer Interaction]

• 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.

JOB REQUIREMENTS:

[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

• PC/System Literate

• Fluent English / Native Korean

• Prefer candidates with; Forecasting/Analytical qualifications, relevant International Trade licenses

If you are interested, please contact simon.kim@rp4rp.com +82-2-6123-0100