Customer Service Manager

Cogent Holdings Pte Ltd is a subsidiary of Cosco Shipping International (Singapore) Co., Ltd and has a wide range of clientele ranging from local SMEs to multinational companies. Cogent owns one of Singapore's largest one-stop integrated logistics hub, Cogent 1.Logistics Hub. It offers warehousing, freight forwarding, container and ISO tank depot, automotive logistics, and transportation services in Singapore.

About the role

Lead a team of customer service staff in the Transportation Department in our subsidiary company - SH Cogent Logistics Pte Ltd. Manage end-to-end customer service operations to ensure all job requirements are met.

Key responsibilities

• Lead a team of customer service staff

• Attend to major customer enquiries and liaise with customers to ensure all job requirements of orders are captured

• Perform trucking job creation when necessary

• Monitor and liaise closely with Operations Team on execution of jobs received

• Monitor job and provide timely updates for shipment, including updating container details into system

• Advise customers on delivery schedule and inventory

• Maintain inventory report and undertake monthly closing of accounts

• Oversee and monitor progress of job orders and shipments of team

• Maintain business relationship with customers and responsible for customer management on a higher level

• Communicate and coordinate with appointed third parties regarding job orders

• Assist in accounts receivable process including billing, accruals, issuance of debit and credit notes, and checking team invoices

• Ensure all billings are accurate

• Liaise with other departments regarding the executing of job orders

• Assist in permit declaration for job orders when required or when necessary

• Work with other managers to draft reports on customers' feedback and complaints

• Develop improvement plans for the team and oversee their execution

• Assist with customer quotation and commercial rates requests

• Prepare and analyse operational and financial data and reports as required by Management

• Proactively engage team members in learning and cross training to equip them with the required skills

Requirements

• Bachelor’s degree or diploma in logistics, supply chain management, business or related field

• 5 years of experience in third party logistics or in any supply chain operations

• Experienced in leading a team of customer service staff

• Proficiency in SAP & Microsoft Office

• Ability to work collaboratively with all levels of staff

• Ability to deliver feedback in both verbal & written manner

Others Information:

• Monday to Friday: 8.30am - 5.45pm; Alternate Saturday: 8.30am - 12.30pm

• Company Transport: 2 ways from Jurong East

• Daily meal subsidy

• Medical, dental & insurance benefits