The Customer Operations Excellence team is responsible for ensuring that Century’s operational performance meets and exceeds our commercial agreements with our customers. This team is a critical component of our customer strategy in Asia.

Representing our operations across all origins, this team interfaces with both internal and external stakeholders to: evaluate viability of proposed service-level agreements, ensure operational execution according to commitments, and identify gaps or necessary corrective actions as needed. As a member of this team, the Customer Operations Manager will regularly interface with both our customer contacts as well as internal stakeholders to ensure that customer-specific operational targets are well understood and met across all origins for their assigned account(s).

Main job responsibilities include:

• Act as single point of contact for customer-specific operational queries across all Asia origins from external and internal parties.
• Fully understand customer-specific SOPs and all requirements, as well as customer-related functions in operational system, to provide guidance for execution/escalation across all origins. Occasionally work with IT team to help ensure system set-ups are aligned with SOP and customer requirements.
• Leverage a set of pre-defined tools, or create new tools to track and monitor operational performance and identify gaps in service or leading indicators that could impact service.
• Handle exceptional cases on operations to help investigate root causes. Work with origins on CAPs, as well as ensure appropriate and timely communication with customers on resolutions.
• Conduct operational data analysis and verification when needed, to ensure date accuracy and integrity for the reports shared with customers and internal teams for visibility / actions.
• Proactively identify operational process improvements that could be mutually beneficial to CDS and our customers.
• Support commercial discussions by evaluating viability of proposed SLAs.
• Support Manager – Customer Operations Excellence in the ongoing design and evaluation of tools to facilitate efficient customer operations management.

Requirements:

• University graduate with Bachelor Degree or above
• 5+ years of working experience in supply chain, logistics, or operations, solid knowledge in freight forwarding and buyer consolidations business is preferred
• Experience on sizable key accounts or exposure to programs / projects is highly preferred
• Ability to embrace and adapt to changes with a positive and proactive attitude, willing to learn and take challenges; Process-driven individual with proven ability in operational execution and management
• Excellent interpersonal and globally adaptable communication skills
• Excellent language skills, proficient in both written and spoken English
• Excellent systems skills including Microsoft Office, SQL knowledge an asset
• Occasional travel within Asia or to the US as needed

上班地址：建设路2020号南方证券大厦A座13楼