Commercial Manager

Supervisory Responsibilities

• Perform service quality audit for improving service provisions as well as implementing service related projects with internal and external parties.
• Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience.
• Lead and manage functions of customer service hotline and logistic operation, etc.
• Identify training needs, design training modules, and conduct regular training in respect of operations and service standard.
• Ability to use and manipulate data to track progress of each team and idetify opportunities for improvement or to drive customer service excellence.
• Design and manage different workflow to ensure smooth business operation.
• Manage different touch points to ensure a consistent brand exposure and service experience.

Customer Services Responsibilities

• Serve as a dedicated customer contact point.
• Lead calls and meetings with customers based in different regions (US, EU and other locations).
• Define customer policy and procedure according to different market environment, continue enhancement based on customer and operation feedback.
• Regular review with customers and cooperate with the operation team to achieve the KPI agreed with the customers.
• Achieve customer satisfaction and build relationships with customers; handle customer’s enquiries, claims and complaints.
• Define, measure and ensure customer satisfaction across different stages.

Strategical Responsibilities

• Develop strategy with insights to uplift Century’s service excellence in the industry.
• Maximize operation efficiency through process automation and digital services support.
• Develop & Provide different management reports to reflect operation preparation progress and performance.
• Ability to quickly build and maintain relationships with Customers, Vendors, and different teams involved in the supply chain.

• Degree holder with 7-10 years or above relevant experience in logistics industry, including relevant experience in leading and managing a customer service team in a sizable company.
• Strong command of written and spoken English is essential. Spoken Mandarin would be an advantage.
• Excellent leadership, interpersonal and communication skills with all levels, mature, strong enthusiasm with solution-oriented mindset are required.
• Knowledge of origin operation, import and export customs declaration.
• Expert in customer operations and workflow management. Understand functionality and KPI of different departments. Proven experience in setting up new workflow and process which lead to a smooth operation of new business. Able to prepare different customer policy with paying attention to details.
• Proficient in MS Office and English word processing . Advanced level of Excel and analytics is preferred.
• Positive, confident, a good communicator and observer. Equipped with Global vision and respects to different culture.
• Passion to make a difference, self-motivated, result-oriented with good customer services senses, analytical skills.