Spvr/lead - Customer Service
hace 2 meses
- What you will be doing
- To ensure compliance with prescribed quality standards and issues according to the standard that appliesand GxP compliance program.
Under general supervision of the Operations Manager The holder of this position must fulfil his obligations in such a way that all tasks in his/her position are completed in a correct, timely, rapid and cost-efficient manner; shipments are sent by the most secure, most rapid, and most efficient way; the needs and expectations of the customer and other World Courier offices are considered and fulfilled; new regulations and technologies are immediately implanted; the customer receives the maximum amount of service-quality; the relationships to key subcontractors, agents, transporters (airlines, handling agents), customs and government agencies are built and maintained.
- To assist Operations department in gathering Operational information relating to transit time performance, flight routing and customs regulations. _(asistir al departamento deOperaciones con la información operativa relacionada a desempeño en tiempos de tránsito, rutas de vuelo y regulaciones aduanales)._
- To ensure quality of service, by constant supervision of staff, regular checking of system and identification of problems that need to be action. _(asegurar la calidad en el servicio por medio de constante supervisión al equipo, revisión regular del sistema e identificación de problemas que requieran su intervención):_
- Proactively and consistently, monitor jobs through company systems to ensure troublefree delivery. _(proactiva y constantemente monitorear las órdenes en los sistemas de la compañía para garantizar entregas sin problemas)._
- To manage/monitor the operations of the local office and its subcontractors, agents and team members. _(administrar y monitorear las operaciones de la oficina local, sus subcontratistas, agentes y miembros del equipo)_
- To identify problem areas/issues and resolve in a timely and effective manner. _(identificar problemas o dificultades del área y darles resolución de manera oportuna y efectiva)_
- To ensure cross training and periodic rolerotation of staff. _(asegurar la rotación periódica del equipo para los procesos de capacitación cruzada)_
- To develop, implement, and update SOPs. _(desarrollar, implementar y actualizar POEs [Procesos Operativos Estandar])_
- To manage clearing house system to ensure accuracy of internal charges between World Courier offices together with the FIN department. _(administrar el sistema local para garantizar la precisión de los cobros internos entre oficinas de World Courier junto con el departamento de Finanzas)_
- To set and measure service performance of the local office as well as domestic agents. _(establecer indicadores para medir el desempeño de servicio de la oficina local así como de los agentes domésticos)_
- To monitor and review Incident Reports. _(monitorear y revisar Reportes de Incidentes)_
- Participate in CAPA process, writing, developing actions and training the involved team and/or agents. _(participar en el proceso de elaboración del reporte Acciones Correctivas, Acciones Preventivas; así como en la capacitación y ejecución de las acciones para el equipo de World Courier y/o agentes involucrados)_
- To conduct performance appraisals for all direct reports. (_realizar evaluaciones de desempeño a todos sus reportes directos)_
- To target, nurture and develop strong performers. _(identificar, cultivar y desarrollar talentos clave de alto desempeño)_
- To manage poor performance by training, supervising, feedback and coaching. _(corregir desempeños por debajo de las expectativas por medio de capacitaciones, supervisión, retroalimentación y entrenamiento)_
- Organize and Schedule meetings with team or other areas, according with requirements for operational quality improvement, customer needs or any other point that requires an attention for Operations area. _(organizar y agendar juntas con el equipo u otros departamentos de acuerdo a los requerimientos de calidad operativa y mejora, necesidades de los clie
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