Logistics Operations Manager

3 weeks ago

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

About the Role

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 front-end team.
  • Dive deep into seller escalations and identify service and process opportunities to drive process improvement.
  • 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 change, draft, and reflect the change process 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-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 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.

Preferred Qualifications

  • Advanced degree in Engineering, Logistics, Supply Chain, Transportation, or a related field.
  • Prior experiences in managing Customer Service, Operations, and Project Management.
  • Experience in cross-border logistics in e-commerce.
  • Certified in Quality, Six Sigma, or Lean.
  • Proven experience in leading cross-functional projects and managing company-wide programs.

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