Customer Service Manager

LESCHACO - Lexzau Scharbau GmbH & Co. KG

LESCHACO - Lexzau Scharbau GmbH & Co. KG (Chon Buri, Thailand)

Chonburi, Thailand

The Leschaco Group is a global logistics service provider that combines Hanseatic tradition with cosmopolitanism and a spirit of innovation. “Experienced. Dedicated. Customized.” This is a fitting summary of the company’s philosophy: Based on decade-long experience teams of specialists set up customized solutions. The company was founded under the name of Lexzau, Scharbau in Hamburg in 1879 by Wilhelm Lexzau and Julius Scharbau. Since 2021, Constantin Conrad and Charlotte Palermo have been part-owners of the Leschaco Group. Following the death of Jörg Conrad in October 2022, Constantin Conrad took over the role as CEO. Today the owner-managed medium-sized family business with 92 own offices in more than 24 countries is there for its customers worldwide. The own network is further strengthened by selected agents all over the world. We are where the industry and the trade need us. From the Bremen headquarters our employees spread the company’s values: a sustainable orientation towards the needs of the customers, an international presence, a strong quality awareness, and high demands on the own work and on the work of the carefully selected service providers. In our comprehensive logistics solutions from one source this is demonstrated, among other things, by the high process transparency, made possible by uniform IT frameworks worldwide. Leschaco is active in the fields of sea- and air freight, tank containers as well as contract logistics. With our worldwide logistics solutions, we are a reliable partner of leading companies in the machinery and plant engineering industry, automotive industry, chemical industry and associated sectors, consumer goods, and pharmaceuticals.

About this position

The Customer Service Manager is responsible for providing excellent customer service and maintaining strong operational relationships with Customs Clearance Import/Export customers.

Responsibilities

• To provide excellent customer service and maintain excellent Operational Customer relationship management to Customs Clearance Import/Export customers
• To cooperate within Customs Clearance operation department Import/Export and intra department with transport and freight (if any) in problem solving, report status and provide proactive solution to customers
• To receive claims, complaints, questions, concerns and suggestions from customers and cooperate within departments involved to ensure customer operational problems or issues are resolved or provide proper guidance promptly
• Prepare Corrective & Preventive Action & Non – conformance Service
• To monitor KPI and assure that committed KPI’s are met to customer satisfaction
• Identify, Prepare and roll out Improvement Plan to close operational gaps
• To issue MOM from customer operational meeting and conduct internal improvement meeting across related departments
• To be key focal contact for Sales team in rolling out new customer implementation, SOP training, billing and selling rate to operation
• Following up on Track & Trace report and support data to customer
• Any special assignment by superior

Requirements

• Bachelor’s degree or Higher in related fields
• Over 5 years working experience in the same field (Logistics, International Freight Forwarder)
• Strong knowledge in Customer Service for Logistics Operations and highly service minded mentality
• Able to serve customers with complex needs and high expectations.
• Good experience in Sea freight & Customs Import / Export Clearance process
• Able to analyze data, statistics and translate results into better solutions
• Skilled in using tools for root cause analysis, problem-solving and improvement solution.
• Able to multitask, prioritize, and manage time efficiently
• Good Command of English (written and spoken)
• Computer skills with Microsoft Office (ฺPivot Table, Vlookup etc.)
• Must have a car and a driver's license.