Lead and manage CS teams focusing on key Customer Service Drivers like Easy to Do Business with, Timely Delivery of Documents, Pro-Active Notification, Exception Management, and Efficient claim handling
Job Summary
Lead and manage CS teams focusing on key Customer Service Drivers like Easy to Do Business with, Timely Delivery of Documents, Pro-Active Notification, Exception Management, and Efficient claim handling.
Ensure service delivery alignment with agreed client SLAs and adherence to service standards for coordinating stakeholders, resolving issues, responding to customer inquiries, and monitoring data integrity.
Responsible for cross-sell/up-sell, customer retention, implementing new customers, and recording/reporting performance to provide recommendations on service delivery wins/failures.
Matching Summary
Lead and manage CS teams focusing on key Customer Service Drivers like Easy to Do Business with, Timely Delivery of Documents, Pro-Active Notification, Exception Management, and Efficient claim handling.
Skills & Requirements
Must-have
4PL Customer Service Management
Logistics and Supply Chain Operations
Customer relationship building
Performance management
Service delivery alignment with SLAs
Pro-active notification
Exception management
Nice-to-have
Strong conceptual abilities
Interest in processes and systems
Ambition to support specialist network
Diverse styles of thinking
Key Requirements
Substantial leadership experience
Extensive operational knowledge in Logistics and Supply Chain
Experience with 4PL products or 2PL/3PL management
Experience with 4PL or Supply Chain Management applications & systems
Experience in various geographies or multi-country scope