Kerja Sepenuh Masa, Customer Service Assistant Manager di Sims Limited - Maukerja

The purpose of a Customer Service Assistant Manager is to support and oversee the operations of the customer service department. Their primary goal is to ensure excellent customer service experiences by guiding and training the customer service team to drive and maintain high service standards. This position also plays a crucial role in developing strategies and standards associated with customer service to ensure the department operates effectively and efficiently.

Responsibilities:

• Supervise and lead a team of Customer Service (CS) members to ensure smooth daily customer service and shipping workflows.
• Establish SMART goals for the team that align with overall organizational and department objectives.
• Monitor team progress regularly, providing constructive feedback, coaching, and development support.
• Conduct fair and transparent performance reviews to foster employee growth and engagement.
• Balance team workload through fair task distribution and regular team meetings to address operational bottlenecks.
• Manage the end-to-end customer service operational process, providing training and technical guidance to the team.
• Oversee and execute full sets of Import/Export (I/E), Letter of Credit (LC), and banking documentation.
• Ensure accurate and timely preparation of comprehensive shipping documents (including Invoices, Packing Lists, Certificates of Origin, Wood Declarations, Marine Insurance, Form 6, Form 9, and Annex 7).
• Track documentation processing times via systematic reports to ensure zero overlooked shipments and strict KPI compliance.
• Review shipping claims and negotiate with shipping lines or yards to minimize operational costs for GNFT.
• Coordinate closely with traders, regional offices, and yards to maintain seamless information flow.
• Ensure proactive communication with customers regarding their shipment statuses, delays, or operational updates.
• Resolve complex customer complaints and disputes promptly, including overseeing Credit and Debit Note issuances for adjustments.
• Align with regional offices through regular calls to address operational concerns and drive regional process improvements.
• Develop and implement customer support strategies, best practices, and service standards.
• Compile and present monthly operational reports for the Department Head’s review.
• Drive continuous improvement initiatives to optimize customer service workflows and documentation accuracy.
• Execute ad-hoc tasks and projects as assigned by the reporting manager.

A career with Sims provides you with the opportunity to work with an organisation whose goal is to be the world’s safest and most responsible recycling company. Our people achieve this by creating a zero-harm workplace, being exemplary members of the communities in which we operate, and being responsible stewards of the environment. We also offer competitive pay and a range of attractive benefits.

At sims together we are a diverse group of employees who are supported by our equal opportunity policy. To achieve our purpose to create a world without waste to preserve our planet, we are guided by our Pillars of Purpose: Be Safe + Well, Band Together, Be Accountable + Transparent, Consistently Innovate, Inspire with Purpose, Celebrate + Have Fun.