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大型外资物流公司

客服经理 Customer Service Manager(1人)

发布时间:2011-07-06 19:21:18职位类别:物流类*客户服务经理工作地点:上海
福利待遇:面议

岗位描述:
REQUIREMENTS University Graduate is preferred. Minimum 5 years' experience of forwarding/logistics firm. Preferably Customer Service. Good command in English and Mandarin. Other languages beneficial. Strong leadership skills. Excellent communication & inter-personal skills.
岗位职责:
KEY DUTIES AND RESPONSIBILITIES To manage the Inside Sales team (Sha VC), and being part of the Sha VM Management team. To lead, coach, train and assist all Sha VC both operationally, as well as internally (externally to our clients, as well as in co-operation with Sha V/A/S/W). To have a minimum of one Sha VC Meeting per month (general meeting). To include trainings for Sha VC-staff containing training subjects, such as: Customer service, implementation of accounts, co-ordination with V-staff for daily activities, and understanding, geographical ****owledge, shipping industry ****owledge, **** service portfolio ****owledge To set up structure by Hemisphere to support the V-functions by creating/setting up VC Supervisors for the divisions. To implement structures and develop proper communication channels, including continually monitoring the customer base served. Ensuring: -Drafting standard operation procedures -Setting up of CP's -100% usage **** Login level II for all clients -Troubleshooting, -AR follow up and monitoring -Achieving highest client satisfaction and long-term relationships -etc. To co-operate closely with Sales Managers, Sales staff, Sales Support Team as well as operation managers and the global **** network. To allocate customers and balance workload of team members. To monitor disciplines as well as day-to-day activities for the team members. To solve problems and provide first class pro-active customer service to customers. To define, implement and continuously control the adherence of/to administrative standards within the team. To increase our strengths in serving the clients, keeping the clients satisfied and to ultimatively decrease of follow up time spent by the sales person, in order to enable the V-staff to increase their sales related actions (i.e. more client visits, gaining additional clients, less troubleshooting etc.) To visit existing and potential customers, in order to help identifying and translating cu

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