TH Senior Customer Service Consultant - FMCG

Key Responsibilities

• Customer channel management
• Case Management
• Customer onboarding and relationship management
• Contract and dispute management
• Ensure service delivery alignment with agreed client SLA’s.
• Coordinating relevant stakeholders to perform LnS import shipment process.
• Resolving issues/query from relevant stakeholders.
• Responding to customer enquiries.
• Monitor data integrity of systems.
• Responsible for cross sell/up sell, customer retention.
• Follow up on Outstanding payments.
• Implementation of new import customers into the CX and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.
• Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures.
• Work with the Product/Commercial/Delivery team to establish and strengthen customer relationships.
• Professional stream includes those who are individual contributors with main emphasis on applying technical/discipline knowledge rather than managing people to achieve results – although coaching/mentoring less experienced staff, informal supervisory responsibilities, or overseeing work of other lower-level professionals or manage processes and program are common.
• Individual work ranges from setting objectives and delivering on own work responsibilities to being a leading expert within a given field and influencing long term tactical decisions of the organization.
• Progression within this stream reflects increasing depth of professional knowledge, project management capability, and the ability to influence others.
• A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes.
• Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution
• The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.
• Leaders at this level manage employees day-to-day and set priorities to ensure task completion.

We Are Looking For

• Talent with a few years of experience in Senior CS role.
• Have substantial years of operational knowledge and customer service in Logistics and Supply Chain, preferably 2PL/3PL management or 4PL product position.
• Good knowledge of and experience with 2PL/3PL or CHB and Delivery operations, from both origin and destination.
• Having worked in various geographies and/or having managed a scope spanning across multiple countries.
• Strong conceptual abilities – able to translate complex issues into ideas and actions.
• Flair for and interest in processes and systems.
• Good communicator with ability to translate technical knowledge to both technical and non-technical people.
• Ambition to support a specialist network.
• Good English fluency
• This role will be based in Empire Tower, Bangkok.