General Position Summary
This position is responsible for ensuring that customers are satisfied at all times to the best of the company ability. Duties include supervising and managing customer service department, training employees to provide the highest standards of customer service, and ensuring smooth workflow within the department by communicating and coordinating with the Warehousing Operation Department.
Essential Job Functions
SUPERVISORY
• Responsible for day-to-day supervision within the Customer Service Department.
• Organizes and oversees all customer service operations on a continuous basis including checking work activities and schedules.
• Reviews daily work schedules to plan out work and personnel assignments.
• Capitalizes on employees’ strengths and assists the Warehousing Operation Department to enhance customer satisfaction and maximize operational efficiency.
• Ensures that established policies, rules and regulations and procedures are followed.
• Assists subordinate employees to resolve complex operation problems.
• Conducts interviews, prepares to hire new employees and provides employee orientation.
• Establishes employee goals and conducts employee performance reviews.
• Ensures appropriate allocation of work within the Customer Service Department.
• Encourages cultivation of subordinates for continuous growth.
• Reports to the General Manager for appropriate staffing level.
• Schedules and conducts employee meetings to keep department members informed and up to date.
CUSTOMER SERVICE
• Directs daily shipment arrangement, making sure such arrangement and control is done timely and correctly.
• Sets up and updates standard operation procedures (SOPs).
• Prepares quotations according to customers’ requests, making sure such quotations are competitive and reasonably profitable at the same time through negotiations with subcontractors etc.
• Makes sales activities to current and expected new customers to maintain and expand business. Visits to customer sites for this purpose will entail business travel for a couple of days.
• Negotiates with subcontractors such as warehousing, trucking and shipping companies etc. Entering into contracts on conditions reasonable and acceptable for our business model with approval from Senior Management.
• Keeps in close contact with subcontractors when performing logistics services for customers to meet their requirements.
• Resolves complaints from customers by considering and proposing appropriate solutions.
• Continuing education and research to expand knowledge of logistic matters according to customer request and/or request by the General Manager.
• Prepares budget for sales and gross profit per customer for each period as requested by the General Manager.
• Analyzes result variances to ensure profitability and makes corrections as needed.


• Prepares invoices to customers, and takes appropriate steps for collection.