Job overview and responsibility
Manage and control domestic and ground operations in terms of planning，monitoring，budgeting，human resources management and proper implementation of all operational procedures and quality of service standards to insure satisfactory service is provided to customers.
依照计划、监督、预算和人力资源管理来处理及控制快件、国内和地面操作；恰当地执行所有的操作程序和质量服务标准来确保提供给客户满意的服务。
Ensure excellent customer service is provided to customers by meeting set standards to achieve highest satisfaction of customers and develop, train and coach employees. 通过达到既定标准，确保为客户提供优质的服务，取得客户的最高满意度，发展、培训和指导员工
Core Responsibilities
Express/domestic operations 快件/国内操作
- Manage the various inbound/outbound and warehouse operations and insure compliance to service expectations and quality standards.
- 处理各类进口/出口和仓库操作以及确保达到服务水准和质量标准。
- Manage the proper use of company technology and systems
- 对正确使用公司的技术和系统进行管理。
- Comply with corporate quality policy and monitor day-to-day operational process for sustainable improvement of service quality .
- 遵循公司质量方针，监控日常作业以稳步提升服务质量。
- Manage all sales projects according to clients’ requirements and contracts. 根据客户的要求和合同来管理所有的销售项目。
- Manage the customer service function within the operational teams and handle complaints to ensure professional and on time resolution..
- 在操作团队中管理客户服务功能，处理投诉以确保专业的及时解决方案。
- Lead the improvement projects to increase operational efficiency and improve performance.
- 领导项目改进以提高运作效率和运营表现。。
- Work with the station manager on setting the yearly objectives and expansion/development plans.
- 和区域经理一起设定年度目标和扩张/发展计划。
- Measure, control and evaluate the express team leaders/supervisors performance.
- 衡量，控制和评估快递团队的组长/主管的表现。
- Responsible for ensuring illegal and hazardous shipments do not get through the operations and ensure the logistic safety.
- 负责确保非法货物和危险货物不进入业务操作，保证物流安全。
- Develop and maintain good working relationships with the related local authorities and airlines to facilitate business growth and development.
- Work with the ground operations supervisor to ensure the full utilization of existing computer handhelds by the ground couriers.
- 和地面操作主管一起工作，来确保充分使用已经存在地面快递的掌上电脑。
- Work with the ground operations supervisor to monitor and work towards proper utilization of the ground couriers
- 和地面操作主管一起工作，来监督和争取达到恰当的使用地面快递。
- Maintain and improve the ground operations performance in terms of delivery, pick up, and all related aspects to comply with the company quality of service standards
根据交付、提货和相关方面的条款维护和提高地面操作表现，以顺应公司的质量和服务标准。衡量、控制和评估地面操作团队的组长/主管的表现。管理和监督地址管理团队的表现。
- Measure, control and evaluate the ground operations team leaders/supervisors performance.
- Works with the fleet supervisor to ensure the operations fleets are up and operative in good conditions
- 和主管团队一起工作以确保运营团队的提升和运作情况的良好。
- Manage and monitor the performance of the Address Management Team
Customer Service 客户服务
- Effectively manage customer service processes for Business Solutions Customers, Cash Customers and Consignees.
- 有效管理客服流程，为业务解决方案客户、现金件客户和收货人提供良好的服务。
- Build awareness of importance of customer service in the organization.
- 在组织中建立客户服务重要性的意识。
- Develop plans for improvement of station Customer Service.
- 制定计划，提升分公司客户服务。
- Manage customer complaints, analyze sources of service failures and own plans to resolve such failures.
- 管理客户投诉，分析服务失败的原因，并制定解决方案。
- Achieve set customer service standards (Call Center, Case SLA, etc.).
- 达到既定的客户服务标准（呼叫中心，案例服务等级协议Service-Level Agreement等）。
- Coach CS team members on dealing with customer issues.
- 指导客服团队处理客户问题。
- Ensure CS team members receive needed training to deliver quality service to customers.
- 确保客服团队接受必要的培训，为客户提供优质服务。
- Effectively plan and allocate needed resources to deliver quality service to customers.
- 有效地计划和分配所需资源，为客户提供优质服务。
- Regularly review existing processes to improve and ensure effective delivery of service.
- 定期回顾现有流程，完善和确保有效的服务。
- Visit selected customers and build strong relationships with them.
- 拜访客户并与他们建立稳定的关系。
- Other duties as assigned.
- 完成上级布置的其他工作。
Required skills and experiences :
Bachelor's degree or above; Industrial Management or Business Management major is preferred.
Preferred skills and experiences
- Excellent English；
- Proficient in international express operation;
- Strong data analysis skills- Management skills
- Must have knowledge of international express shipments.
- Current or past experience at international express shipments, including roles such as operations, quality control, network coordination, and customer service are preferred
- Basic familiarity with international express delivery business is required.
- Fluent in English with the ability to use it as a working language.
- Proficient in office software and equipped with strong data analysis skills.
- Prior 5 years of experience in international express management.
Work Location: 现场办公
