Operations Management
- Assign teams, establish work processes, and monitor staff performance to ensure customer satisfaction.
- Set minimum standards for the 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 customer service).
- Oversee day-to-day operations, help resolve problems, and assist staff with difficult issues.
- Help ensure a smooth working relationship 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 correctly interpreting and executing customers’ instructions and working procedures.
- 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
Assist the Branch Manager / Director
- Assist Branch Manager/ Director in achieving service quality objectives.
- Assist Branch Manager/ Director in monitoring the performance of contract warehousemen.
- Resolve problems related to consolidation when necessary
- Assist Branch Manager/ Director 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
- Assist in developing business plans and/or pricing schemes for new business opportunities (as needed).
- 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
