Assist the Site Manager in leading and managing a team of customer service staff to ensure high quality service focusing on customers’ expectation in line with company policy and operation standards.
协助站点经理领导和管理客服团队，确保提供以客户期望为中心的高质量服务，遵循公司政策和操作标准。

Specific Accountabilities
1. Motivate team spirit and maintain high morale of staff to increase productivity, and to maintain good communications with all levels
2. Monitor and ensure the shipment/ order information are proper entered, received, manipulated, updated and recorded to the computer system in accurate and timely manner
3. Monitor and reinforce the service quality and discipline of the team
4. Maintain good channels and effective communication between Operations team, Customer Service Team, sub-contractors and other departments for both sides benefit
5. Establish and carry out proper working procedure and make a proper corrective and preventive action through the analysis and investigation of problems, feedback and complaints
6. Set-up guidelines, standard operations procedure (SOP) and key performance indicator (KPI) to monitor and measure the performance and service level of customer service team
7. Ensure adequate manpower is assigned and job load is distributed evenly to meet the targets per month
8. Support customer enquiries on shipments
9. Manage the allocation of appropriate resources and commitment of staff to achievement the objectives and targets
10. Ensure optimal resources are planned and utilized in terms of facilities and equipments, system application, people and related information data
11. Deploy and complete special assignments at the instructions of the direct superior to achieve company’s goal and aims
具体职责：
1. 激励团队精神，保持员工高昂士气，以提高生产力，并保持与各级的良好沟通
2. 监控并确保货件/订单信息准确及时地正确录入、接收、处理、更新和记录到计算机系统中
3. 监控并加强团队的服务质量和纪律
4. 在运营团队、客服团队、分包商及其他部门之间保持良好的渠道和有效沟通，以实现双方利益
5. 通过分析和调查问题、反馈和投诉，建立并执行适当的工作程序，采取正确的纠正和预防措施
6. 制定指南、标准操作程序（SOP）和关键绩效指标（KPI），以监控和衡量客服团队的绩效和服务水平
7. 确保分配充足的人力，并平均分配工作量，以实现月度目标
8. 支持客户对货件的查询
9. 管理适当资源的分配和员工的投入，以实现目标和指标
10. 确保在设施设备、系统应用、人员及相关信息数据方面规划并优化资源利用
11. 根据直接上级的指示部署并完成特殊任务，以实现公司目标和宗旨

Skills Required
1. Proficiency in MS Office, including WORD and EXCEL
2. Good command of both written English and Mandarin
3. Strong interpersonal and communication skills
4. Independent, strong personal motivation and disciplined
5. Possess core competences including leadership, teamwork, customer focus and continuous improvement
所需技能：
1. 熟练使用MS Office，包括Word和Excel
2. 良好的英语和普通话书面表达能力
3. 较强的人际交往和沟通能力
4. 独立性强，具有强烈的个人主动性和纪律性
5. 具备核心能力，包括领导力、团队合作、客户关注和持续改进

Experience and Qualifications
1. Bachelor or equivalent, related educational background.
2. Min. 5 years’ experience in third party logistics operations, preferable with 2 years’ experience in leading a customer services team in a sizable company.
经验与资历：
1. 本科或同等学历，相关教育背景
2. 至少5年第三方物流运营经验，***有2年在大型公司领导客服团队的经验

Core Competences
1. Good communication
2. Commitment for quality
3. Independency
4. Judgment / Problem Solving
5. Team Building and Cooperation
6. Target & Result Focus
核心能力：
1. 良好的沟通能力
2. 对质量的承诺
3. 独立性
4. 判断力/解决问题能力
5. 团队建设与合作
6. 目标与结果导向