Customer Operations Analyst/ Manager

Major Duties & Accountabilities

Partnering & Driving Service Quality Across Origins

• Partner with the Company's offices across the nominated region to drive consistent service quality across all origins, conducting service quality audits and leading the implementation of service-related improvement projects in collaboration with internal and external stakeholders.
• Work closely with origin offices to ensure Standard Operating Procedures (SOPs) are clearly understood and consistently complied with across the region.
• Identify training needs across origin offices, design training modules, and coordinate regular training to build capability and ensure customer service excellence.
• Coordinate with internal and external teams to deliver a best-in-class customer experience, including overseeing the customer service hotline and logistics operations functions.
• Design and manage workflows to ensure smooth day-to-day business operations, and oversee all customer touchpoints to maintain consistent brand exposure and service quality.

Customer Experience & Relationship Management

• Serve as the dedicated point of contact for customers, building and maintaining strong, trust-based relationships.
• Define customer policies and procedures tailored to different market environments, continuously refining them based on customer and operational feedback.
• Conduct regular business reviews with customers and work closely with the operations team to meet agreed-upon KPIs.
• Manage customer inquiries, claims, and complaints to drive high levels of satisfaction, and define and measure customer satisfaction across every stage of the service journey.
• Regularly analyze large data sets on service and operational performance, and present findings and insights to customers in a clear, actionable format.

Strategic Planning & Performance

• Develop and execute strategies, informed by market and operational insights, to elevate the Company's service excellence within the industry.
• Drive operational efficiency through process automation and digital service enablement.
• Prepare and present management reports on operational readiness, progress, and performance to support informed decision-making.

Required Qualifications:

Experience & Education

• Bachelor's degree with 5+ years of relevant experience in the logistics industry, including experience in customer service and operations roles within a sizable, multi-market organization.
• Full understanding of, and hands-on experience in, origin purchase order (PO) management, warehousing, carrier processes, cross-party coordination, and documentation compliance.

Skills & Competencies

• Must have strong analytical and presentation skills, with the ability to regularly work with and interpret large data sets to analyze trends and report insights to customers.
• Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of an organization.
• Strong command of written and spoken English.
• Proven track record in customer operations and workflow management, with a solid understanding of the functions and KPIs of different departments.
• Demonstrated experience designing and implementing new workflows and processes that support smooth operational rollouts, with close attention to detail in developing customer policies.
• Proficient in MS Office and English word processing applications.

Personal Attributes

• Mature, enthusiastic, and solution-oriented, with a positive, confident approach to problem-solving.
• Strong communicator and observer with a global mindset and respect for diverse cultures.
• Self-motivated and results-driven, with a passion for making a difference, strong customer service instincts, and solid analytical skills

Benefits

• 5-days work week, public holiday
• Monday to Friday, 9am to 5:30pm
• Double pay and discretionary bonus
• Medical & Dental Insurance
• Friendly and stable working environment
• Convenient working location, 2 mins to MTR station
• Career development and growth opportunities