Manage and oversee a designated portfolio of customer accounts on a daily basis.
Serve as the primary point of contact for collections, credit management, order management, dispute resolution, funding activities, and customer inquiries.
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Perform the pro-active & comprehensive service to the customer relating to all functions of Seafreight Export / Import regarding billing, supplier invoice and communicating with related team members,
Shippers, Vendors and Network offices within the set performance standards to achieve operational excellence and total customer satisfaction
To be responsible for ensuring accurate and timely billing processes in compliance with company policies and procedures.
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Execute a QA/QC audit framework for AI-generated ticket responses, evaluating accuracy, policy adherence, tone, and resolution quality against defined standards, using this to improve AI model.
Map existing operational workflows end-to-end; identify bottlenecks, manual steps, and failure points; propose and implement more efficient and automated alternatives.
Build and maintain process documentation (SOPs, decision trees, and workflow guides) that supports both human agents and the AI model.
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Manage the warehouse process and ensure that all shipments are processed in the quickest, most efficient manner possible, and transferred to the dedicated movement in accordance with service standards for each process
Monitor ground handler and warehouse performance and complete all necessary reports
Regularly coordinate equipment checks to initiate proactive maintenance in cases of potential failure
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Supervise a gateway operations team on a rostered shift basis ensuring that shipments enter and exit the country in accordance with network procedures in a safe and secure manner
Manage the warehouse process and ensure that all shipments are processed in the quickest, most efficient manner possible, and transferred to the dedicated movement in accordance with service standards for each process
Monitor ground handler and warehouse performance and complete all necessary reports
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Lead a gateway operations team on a rostered shift basis ensuring that shipments enter and exit the country in accordance with network procedures in a safe and secure manner
Lead the standard and agreed process flow in daily operations to satisfy the customer needs and requirements
Process inbound and outbound material according to the latest processes and procedures
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Oversee the full spectrum of HR operations, including recruitment, onboarding, employee relations, performance management, payroll, C&B, training and offboarding.
Lead and manage a small HR team, providing guidance and ensuring effective HR operations.
Partner with management and department heads on manpower planning, workforce management and HR matters.
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Execute a QA/QC audit framework for AI-generated ticket responses, evaluating accuracy, policy adherence, tone, and resolution quality against defined standards, using this to improve AI model.
Map existing operational workflows end-to-end; identify bottlenecks, manual steps, and failure points; propose and implement more efficient and automated alternatives.
Build and maintain process documentation (SOPs, decision trees, and workflow guides) that supports both human agents and the AI model.
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Take full ownership of the assigned region and ensure smooth, consistent day-to-day operational execution in line with company guidelines and SOPs
Monitor and drive achievement of all operational KPIs, ensuring promotional activities are correctly set up and executed in alignment with approved guidelines and company requirements
Monitor Out of Stock (OOS) performance across the assigned region and ensure results remain within agreed KPI thresholdsIdentify operational gaps proactively and implement timely corrective actions to maintain and improve performance standards
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Responsible for managing the Company Regional office and for ensuring quality for the Operation & Maintenance (O&M) activities for all related Customer’s sites and associated Utilities plant or Facilities (UPF) and their related Mechanical & Electrical (M&E) machinery equipment and associated systems in compliance with the statutory authorities and applicable health-safety-environmental (HSE) requirements;
Responsible as Regional office Company representative towards Customers for all related sites to monitor the quality of the O&M team services delivered, to achieve the O&M service levels and the UPF performances levels and ultimately to ensure the customer satisfaction, manage customer relationship, insure proper communication with regular reporting to Customers and Company headquarters /Regional office for all service activities performed.
Manage the site teams upon customers’ initial site visit to ensure complete and accurate surveying of the Mechanical & Electrical (M&E) machinery equipment and associated systems of the customers’ Utilities plant or Facilities (UPF), with proper collection of the customers’ site UPF technical, legal and financial information for the M&E machinery equipment and associated systems within service scope
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