Senior Manager, Logistics Customer Experience

Senior Manager, Logistics Customer Experience

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Responsibilities:

• Establish Customer Service Processes: Develop and implement best practices for customer service processes, ensuring alignment with the company’s vision and values.
• Client Experience and Satisfaction: Regularly monitor and assess client feedback, responding proactively to inquiries and complaints while maintaining high customer satisfaction levels.
• Collaborate with Business and Operations Teams: Work closely with cross-functional teams to identify bottlenecks in service delivery, recommend actionable solutions, and streamline operations to enhance the customer experience.
• BPO and Customer Service Team Setup: Identify and source required resources for BPO operations, including selecting and setting up customer service departments that meet operational needs and quality standards.
• Conduct Satisfaction Surveys: Design and execute satisfaction surveys for both sellers and buyers to collect feedback, analyze results, and develop improvement strategies based on findings.
• Performance Metrics: Establish KPIs and performance metrics to track customer service effectiveness and efficiency, adjusting strategies as needed to meet organizational goals.
• Training and Development: Lead training initiatives for customer service staff to ensure they are equipped with the necessary tools and knowledge to provide exceptional service.
• Customer Journey Mapping: Analyze and map the customer journey to identify and eliminate pain points, ensuring a smooth and positive experience for all clients.

Qualifications:

• Bachelor’s degree in Business Administration, Logistics, or a related field; Master’s degree preferred.
• Minimum of 5 years experience in customer experience management, particularly in logistics, supply chain, or a similar industry.
• Proven experience in establishing customer service processes and leading a team.
• Strong analytical skills with the capability to interpret data and derive actionable insights.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Fluency in Bahasa, English – ability / fluency in Chinese language will be a plus.