As a Team Leader, you will be responsible for building a professional Customer Service and Documentation team, manage performance and efficiency through KPI tracking, and facilitate effective cross- departmental collaboration in order to provide excellent customer satisfaction to our oversea partners (Liner- NVOCC shipping agencies/ Freight Forwarding Services). Additionally, you will maintain team stability and develop talent for succession planning and future growth.
Handle other jobs as assigned by COE Operation Manager.
Provide regular feedback and coaching to the team, fostering a culture of continuous improvement and unwavering adherence to regulatory compliance standards.
Work closely with internal teams (such as operations, finance, equipment control, logistics) as well as external stakeholders (including oversea partners/clients, principals, port authorities, customs officials etc) to guarantee the accuracy and timely completion of documentation and service delivery.
Update and send daily, monthly reports to COE Operation Manager, oversea partners, management, finance, and all relevant departments.
Serve as the primary escalation point for critical issues, such as documentation discrepancies or operational challenges requiring immediate resolution
Collaborate with the Operation Manager to develop and implement comprehensive training programs focused on customer service and documentation best practices and regulatory updates.
Ensure all processes adhere strictly to agreed SOPs, maritime laws, port requirements, and industry standards, maintaining compliance cross processes.
Define and track performance metrics (KPIs) related to documentation accuracy, customer satisfaction, and process efficiency, ensuring that service quality meets or exceeds organizational expectations.
Supervise and provide mentorship to team members who are responsible for handling customer service and import- export documentation, ensuring seamless coordination of booking processes, efficient document handling, and exceptional client service delivery to oversea partners.
