Spvr/lead - Customer Service
hace 6 meses
- What you will be doing
- To ensure compliance with prescribed quality standards and issues according to the standard that appliesand GxP compliance program.
- (garantizar el cumplimiento con los estándares operativos establecidos y resolución de problemas de acuerdo a la norma que aplique y el programa de cumplimiento de buenas prácticas)_
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.
- (Bajo la supervisión general del Gerente de Operaciones el titular de esta posición debe cumplir con sus obligaciones de tal manera que todas las tareas a su cargo se completen de manera correcta, oportuna, rápida y rentable; asegurarse que los embarques se envíen por el medio más seguro, rápido y rentable; cumplir con las necesidades y expectativas de los clientes y otras oficinas de World Courier; implementar oportunamente nuevas regulaciones y tecnologías; garantizar que los clientes reciban el nível máximo de calidad en el servicio; construir y mantener relaciones de negocios con subcontratistas clave, agentes, transportistas, aduanas y agencias gubernamentales)._
- 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 trouble-free 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 role-rotation 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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