Cleaning Supervisor jobs in United States

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Job Description:

The Brokerage Solutions & Implementation (Onboard Assist) Supervisor supports to manages Brokerage’s customer onboarding program. He/She manages a team of Brokerage specialists based in different countries who perform brokerage customer onboarding. This position ensures direct reports provide Brokerage issue resolution, service reliability, managing service expectations to support customer conversion, penetration, retention, and promote positive customer relationships with UPS. He/She facilitates performance meetings with stakeholders, manages standard operating procedures (SOPs) for the Onboard Assist program, and assists in identifying opportunities to support enterprise growth. The Brokerage Solutions & Implementation Supervisor has responsibilities in functional administration and staff management for direct reports. This position supervises specialists within the department.

Job Responsibilities

Manage APAC Brokerage Onboard Assist Program

• Manages a group of Brokerage Specialists (Onboard Assist Agents) to monitor Brokerage service reliability and execution of the Onboard Assist program to ensure customer retention and growth.
• Identifies, resolves, and escalates issues and concerns (i.e., customer OTR), monitors process improvements to ensure customer satisfaction and high levels of Onboard Assist service quality.
• Monitors timely customer onboarding and release of customer shipments at customs to identify trends, process improvements, issues, and satisfaction levels.
• Interacts with other international regions’ brokerage solution teams to expand the Onboard Assist Program.

Monitoring Quality Program Delivery and Analysis

• Monitors Onboard Assist program standards and success measures to evaluate program delivery quality.
• Conducts service quality surveys to ensure high levels of customer experience.
• Manages and provides visibility on program performance as well as individual agents’ performance based on defined goals.
• Performs data analysis to identify opportunities for continuous improvement.

Sales Support and Customer Facing

• Supports small package sales team in responding to customer RFP, RFQ, performance reviews…with brokerage-related requirements and solutions.
• Provides consultation and advisory sessions on brokerage operations, compliance, and trade issues to sales and customers through different stages of sales in helping to penetrate, cultivate, and retain business.
• Understands and evaluates customers’ business requirements. Provides quotations and sets up contractual agreements with customers for chargeable brokerage solutions.
• Supports sales to connect with multiple brokerage business units (within and outside APAC Region) for issue resolutions.

Supervises and Develops Others

• Determines employees’ training needs to produce continuous development plans.
• Provides ongoing feedback and support to improve performance.
• Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.

Job Requirements

• Possess a Degree in Business Administration, Customs Brokerage, or related fields.
• Display a positive attitude with strong communication skills and the ability to work in a fast-paced collaborative environment to determine the most appropriate creative or resourceful approach to resolving issues; resolves potential issues before they occur; overcomes barriers to solve problems.
• Demonstrates understanding of cross-border brokerage compliance regulatory knowledge and experience in Brokerage operations preferred.
• Displays ability to consider industry and financial trends when making account decisions; understands critical aspects of business models and operating structures to provide input into decisions.
• Displays ability to address and resolve issues impacting information systems reporting.
• Creates and interprets customized reports; integrates and streamlines data, information, and documents from multiple software programs.
• The position will be based at where the candidate is legally authorized to work without requiring visa sponsorship.

Employee Type:
Permanent

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