RAP COM – Hong Kong
Report to:  Joint General Manager, Region Asia Pacific


Job Objective:  
    To lead and motivate the RAP Customer Service and Documentation organization to deliver an excellent standard of customer service to our customers.


Job Description:

• Plan, develop, and implement an effective customer service process and organization through continuous improvement and assignment of accountability to maximize productivity, minimize errors in booking and documentation processes, and ensure quality service is delivered to customers at all times.
• Develop and maintain relationships between our staff and our clients with an understanding of customer requirements and the delivery of an efficient, reliable, and quality service.
• Direct the Regional Customer Service Export, Customer Service Import, Documentation Export, and Documentation Import organization by providing counseling and guidance to staff to meet the company’s goals and objectives including compliance with process standards, the coordination of bookings and accurate flow of all documentation, manifests, and correction notice processes.
• Supervise the Business Partner creation and approval process with direct reports responsible for regional business partner approval.
• Monitor performance metrics for the region including BL Accuracy, Staff productivity,  e-Booking response time, Event Completeness, timeliness of BL/SWB and arrival notice issuance, or other KPI that may be developed over time.
• Handle all compliance matters related to export and import customer service, documentation in conjunction with the Area offices and relevant authorities. Ensure that policies and practices are in compliance with internal and external rules and regulations.
• Coordinate with the Central Customer Order Management and Information Technology departments in the head office on process development and trouble shooting.
• Oversee the management of staffing including headcount levels for the Regional Customer Order Management (COM) department.

Qualifications:

• 5 years’ working experience in shipping or logistics industry or similar experience in process management
• Minimum 2 years’ experience in managerial level
• Degree holder preferred
• Familiarity with Company policies, rules, regulations and operations in Region Asia Pacific and worldwide
• Cost consciousness
• Excellent communication and interpersonal skills
• Responsible, able to work fully independently and under pressure
• Proficient in English and others as required

We offer a competitive remuneration package and fringe benefits to the right candidate.

Interested parties, please send your resume and current and expected salary to the Deputy HR/Admin Manager by clicking "Apply Now".

All personal data collected will be treated in strict confidence and used for recruitment purposes only.