Job Title: International Transportation Manager

Job Summary: We are seeking a highly motivated leader with strong Logistics, Operations and Service background to join our team as the leader for seller service experiences.

Key Responsibilities:

• Lead as a role model to develop and manage the projects of strong deliverables for seller shipment issues escalated from internal and external team.
• Dive deep into to the seller escalations and identify service and process opportunities to drive the process improvement.
• Collaborate with partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive the issue resolution.
• Initiate the process change, draft and reflect the change process in SOP management with Sales, origin and destination partners.
• Deal with ambiguity and complexities, manage operational issues by developing, tracking and analyzing key escalation performance.
• Engage with key stakeholders to escalate and call out the pain points to drive the initiatives to reduce shipment defects and non-compliance, and driving continuous improvements.
• Serve as primary interface with cross function teams in sales, product, program and tech for new project, product and system launches.
• Be the Voice of the Sellers, and provide feedback to the team to improve performance and seller experience.
• Provide regular performance metrics report focusing on seller contact and escalation experiences.
• Build up the mechanisms for Call Center management and functional excellence support structure.

Requirements:

• Fluent in Mandarin and English for verbal communication and writing skills.
• Rich experience in managing operations, customer service teams with extensive knowledge in Logistics.
• Understand legal and commercial framework and E2E operation across all the logistics products and processes including Ocean, Customs Documentation, import/export, international trade, and trade Compliance.
• 5+ years experiences in freight forwarding focusing on Customer Service, Operations, or Key Account management.
• Must be self-motivated/self-directed, and able to manage multiple work streams simultaneously and flawlessly.
• Good influential skills to effectively communicate, negotiate, and manage business partners.
• Convey a sense of urgency, drive issues to closure, persist despite of obstacles and opposition, be passionate about customer obsession and cost, and be effective when working under pressure.
• Excellent communication, proactive and exhibit excellent problem-solving capabilities.
• Excellent project management skills with a proven ability to design effective solutions and drive projects to successful implementation.