Operations Management
- Assign teams, establish work processes and monitor staff performance to ensure customer satisfaction
- Set minimum standards for operations group to achieve in workflow processes (e.g., FCR issuance, doc dispatch, PSA and SA transmittal, etc.) Ensure teams handle their assignments in a prompt, thorough, and accurate fashion (i.e., ensure staff provides quality service to customers)
- Oversee day to day operations, help resolve problems, and assist staff with difficult issues
- Help ensure the smooth working relationships with all vendors, agents, and service providers
- Handle those daily messages which require a higher level of experience and/or English proficiency
- Assist staff in interpreting and implementing instructions and procedures given by customers
- Ensure work processes (data, documentation) of the operations group effectively meet the company’s internal financial/accounting requirements
Staff Management
- Influence and/or recommend hire/fire decisions
- Ensure new staff is trained effectively; develop staff for growth and new responsibilities
- Monitor staff performance; conduct annual performance reviews
- Cross-train staff to broaden their skills and provide quality backup during vacation or sick leave
- Encourage and motivate staff to achieve peak performance
- Influence and/or recommend staff salary decisions
- Set a positive example for staff
- Monitor staff performance against management standards (e.g. FCR issuance, doc dispatch, etc.). Continuously seek to improve these standards
Assist General Manager (GM)
- Assist GM in achieving service quality objectives
- Assist GM in monitoring the performance of contract warehousemen
- Resolve problems related to consolidation when necessary
- Assist GM to maximize shipping revenues and minimizing shipping expenses to achieve optimum profitability
- Attend vendor meetings; maintain strong relationships with the vendor community to promote customer satisfaction and maximize business opportunities
- Maintain close ties to the shipping community and keep abreast of current events
- Assist customers in developing their logistics strategies or with cost analysis (as needed)
Special projects 5%
- Assist in developing business plans and/or pricing schemes for new business opportunities (as needed).
- Assist in management/operations of non-traditional services as needed (such as Witgang and Olivetti Import Deconsolidation, and Rinko Japan NVOCC program)
- Provide special reports and analysis as requested by management (as needed)
- Provide problem resolution as directed by Management
- Optimize human and other resources; demonstrate expense control
- Ensure staff properly handles invoicing and other key administrative tasks
Provide quality customer services
- Set an example for all staff to follow in providing quality service to both external and internal customers (e.g., Accounting Dept.)
- Provide prompt, thorough, and accurate responses to all queries from customers or Century-U.S. Ensure staff does the same
- Provide value-added services for customers
- Ensure customer’s satisfaction with our services
- Act as liaison with Century’s overseas offices and agents where necessary
- Ensure staff members use good telephone manners and communicate in a helpful, proactive fashion
- Ensure proactive, accurate, and timely communication is provided to the consignee and Century–U.S.
Data Management
- Supervise and train staff to ensure data accuracy and integrity
- Monitor staff performance in meeting data standards (PSA and SA transmittal/accuracy, etc.)
- Ensure customers understand the reasons for any revisions or problem data
- Assist with new systems implementation (where necessary)
Sales
- Maintain close ties to vendor community in efforts to build customer satisfaction and maximize business opportunities
- Visit important vendors, buying offices, trading companies, and Far East offices of current and target customers as needed to maintain good rapport and Century name recognition
- Sales, hospitality, and/or assistance for all customers or prospective customers traveling through the Region
- Maintain close ties to the Shipping community and keep abreast of current events
- Work to strengthen the relationship with KHK
- Assist customers in developing their logistics strategies or with cost analysis
- Other works arranged by the Manager or Supervisor
