Customer Operation Support Supervisor

200 years ago, Bolloré Group was born. Today, one of Bolloré Group’s fastest growing business sectors, Bolloré Logistics, have grown to become the world’s top 10 players in freight forwarding and logistics with a powerful network spread across 106 countries, 607 sites with over 20,000 employees. We pride ourselves having developed specific expertise in providing end-to-end supply chain solutions tailored to our customers’ growth and constantly driving innovation to adapt and better cater to their evolving needs. We place our customers at the heart of all our processes, delivering customized solutions while ensuring ethical and responsible business practices.

Here at Bollore Logistics, our people’s actions are guided by our core values – Humility, Excellence, Courage, Agility & Innovation and Solidarity. We believe it’s the people who brought us to where we are right now, and it’ll be the people who propel us to greater heights. We invite you to join our diverse team on our journey to becoming Global Top 5 in the coming years.

About The Role

Deliver visibility, proactivity, reactivity, optimization and high level of satisfaction to our major accounts. Manage and follow the customer order, in compliance with procedures guaranteeing the quality of the service

What You Will Be Doing

• Deal with complex shipments
• Issue tracker of service deviation with monitoring of solution implementation and efficiency
• Supervise customer profile validation
• Create the reports and analysis to give consolidated vision of the flows for the assigned portfolio, monitor delays and deliveries events using all the necessary IT solutions
• Strategizing and monitoring daily activities of Customer Operation Support
• Overseeing and assessing customer service staff activities
• Ensure that customer operation support team has excellent communication, problem solving and professional phone etiquette for achieving skills for achieving customer satisfaction
• Lead Customer Operation Support Team to maintain customer Key Performance Indicator (KPI’s)
• Assisting customer operation support with duties where required
• Develop standard procedures and policies for improving the service provided to customers
• Delivery customer satisfaction
• Contribute to improve partners and vendor performance
• Follow the customer order, provide customer supply chain visibility
• Fill in and produce a local reporting to the customer and provide the raw data to local account manager for monthly/quarterly business review process
• Propose optimized routes and consolidation

Requirements

THE SUCCESSFUL CANDIDATE

Essential:

• Bachelor/Master’s Degree in marketing or relevant qualification
• Excellent understanding of product knowledge (logistics, supply chain, freight and forwarding, incoterms, etc.)
• Minimum 5 years of experiences in an International Freight Forwarding in a fast paced, dynamic, and multi-cultural multinational company environment

Desirable:

• Good in Microsoft Word, Excel and Power Point
• Reactivity, creativity, and anticipation towards customers’ needs for troubleshooting and solutions
• Good Negotiation skill
• Numeracy & Statistics Skills
• Customer focus, customers interest first and provides impeccable services at all times
• Excellent oral, written and presentation skills in English

Benefits

WHAT WE OFFER

Bollore Logistics is proud to be an equal opportunities employer and places high importance on promoting diversity and inclusion in the organization. We embrace all people regardless of age, race, gender identity, sexual orientation, religion, nationality, marital status, political opinions or disability. We are strongly committed to providing a safe working environment for our employees, free from violence, bullying, harassment, or threats.