Senior Logistics Operations Manager

4 days ago

Chengdu, Sichuan, China Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch Full time

Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch is seeking a seasoned professional to lead our Seller Service team as a Senior Logistics Operations Manager.

About the Role:

The ideal candidate will have 5+ years of experience in managing operations, customer service teams with extensive knowledge in Logistics. They will be responsible for providing end-to-end supply chain solutions for our customers, focusing on escalation dive deep, resolution and improvement of the whole escalation journey.

Main Responsibilities:

  • Lead as a role model to develop and manage projects of strong deliverables for seller shipment issues escalated from front-end teams.
  • Dive deep into seller escalations and identify service and process opportunities to drive process improvements.
  • Collaborate with destination partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive issue resolution.
  • Initiate process changes, draft and reflect change processes in SOP management with Sales, Ops 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 pain points to drive initiatives to reduce shipment defects and non-compliance, and driving continuous improvements.
  • Serve as primary interface with cross-functional teams in sales, product, program and tech for new project, product and system launches.
  • Be the Voice of the Sellers, provide feedback to the team to improve performance and seller experience.
  • Provide regular performance metrics reports focusing on seller contact and escalation experiences.

BASIC QUALIFICATIONS:

  • 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 logistics products and processes including Ocean, Customs Documentation, import/export, international trade, and trade Compliance.
  • 5+ years of experience in freight forwarding focusing on Customer Service, Operations, or Key Account management.
  • Must be self-motivated/self-directed, 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 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.

Estimated Salary Range: $80,000 - $120,000 per year, depending on experience.

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