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

• Lead Customer Operation Support Team to maintain customer Key Performance Indicator (KPI’s)
• Overseeing and assessing customer service staff activities
• Strategizing and monitoring daily activities of Customer Operation Support
• Assisting customer operation support with duties where required
• Develop standard procedures and policies for improving the service provided to customers
• Ensure that customer operation support team has excellent communication, problem solving and professional phone etiquette for achieving skills for achieving customer satisfaction
• Supervise customer profile validation
• Deal with complex shipments
• Follow the customer order, provide customer supply chain visibility
• Propose optimized routes and consolidation
• Contribute to improve partners and vendor performance
• Delivery customer satisfaction
• 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
• 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
• Issue tracker of service deviation with monitoring of solution implementation and efficiency

THE SUCCESSFUL CANDIDATE

Essential:

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

Desirable:

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

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.