Logistics Head of Customer Service- Express Delivery

  • Location
    Jamaica, New York
  • Job type
    Direct Hire
  • Category
    Retail/Sales - Inside Sales

My client, a well known International Express Delivery Company is seeking someone to lead the Customer Service/Call Center functions for the USA. This key role will develop the US Customer Service plan according to HQ objectives and directives. You will cultivate and manage inter-dept functional relationships to facilitate effective management of CS experiences. The position is based in Jamaica, Queens NY with direct reports in LA and NYC.

Ideally you will have experience developing a CS team and implementing KPI’s. Previous experience working with an Internationally based company would be helpful. My client’s corporate headquarters is in China.
Your responsibilities:

Lead the team to understand and drive continuous improvement toward company goals.
Collaborate with other functions in to drive customer's satisfaction.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Plan and ensure department operating within budget
Lead CS Department to provide prompt and reliable customer services in order taking, answering customers' enquiries, solving customers' problem, up and cross selling Company's services and products
Ensure the necessary resources and tools are available for quality customer services delivery of CSR/ Senior CSR and contact center including but not limited to manpower planning, roster planning, process management etc.
Analyze relevant data to drive good customer services quality

Requirements:

College Degree holder, majors in business management, logistics or equivalent
Minimum of 10 years’ experience customer services working experience in express or logistics industry with at least 5 years in managerial/ supervisory capacity
Contact center management experience with knowledge in call center phone system and reporting.
International work experience very helpful. Knowledge of Chinese business customs helpful.
Bi-lingual in English and Mandarin is preferred

If you are looking to continue your career in this exciting leadership position- please Apply Now!


  • Apply with Adecco

Reference number US_EN_2_027400_132182