- Hong Kong Hong Kong
Century Distribution Systems (Hong Kong) Limited Hiring! Full Time Customer Operations Analyst- Manager in Hong Kong - Ricebowl
Customer Operations Analyst- Manager
Century Distribution Systems (Hong Kong) Limited
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Job Description
Responsibilities
Major Duties & Accountabilities
Partnering & Driving Service Quality Across Origins
Partner with the Company's offices across the nominated region to drive consistent service quality across all origins, conducting service quality audits and leading the implementation of service-related improvement projects in collaboration with internal and external stakeholders.
Work closely with origin offices to ensure Standard Operating Procedures (SOPs) are clearly understood and consistently complied with across the region.
Identify training needs across origin offices, design training modules, and coordinate regular training to build capability and ensure customer service excellence.
Coordinate with internal and external teams to deliver a best-in-class customer experience, including overseeing the customer service hotline and logistics operations functions.
Design and manage workflows to ensure smooth day-to-day business operations, and oversee all customer touchpoints to maintain consistent brand exposure and service quality.
Customer Experience & Relationship Management
Serve as the dedicated point of contact for customers, building and maintaining strong, trust-based relationships.
Define customer policies and procedures tailored to different market environments, continuously refining them based on customer and operational feedback.
Conduct regular business reviews with customers and work closely with the operations team to meet agreed-upon KPIs.
Manage customer inquiries, claims, and complaints to drive high levels of satisfaction, and define and measure customer satisfaction across every stage of the service journey.
Regularly analyze large data sets on service and operational performance, and present findings and insights to customers in a clear, actionable format.
Strategic Planning & Performance
Develop and execute strategies, informed by market and operational insights, to elevate the Company's service excellence within the industry.
Drive operational efficiency through process automation and digital service enablement.
Prepare and present management reports on operational readiness, progress, and performance to support informed decision-making.
Required Qualifications:
Experience & Education
Bachelor's degree with 5+ years of relevant experience in the logistics industry, including experience in customer service and operations roles within a sizable, multi-market organization.
Full understanding of, and hands-on experience in, origin purchase order (PO) management, warehousing, carrier processes, cross-party coordination, and documentation compliance.
Skills & Competencies
Must have strong analytical and presentation skills, with the ability to regularly work with and interpret large data sets to analyze trends and report insights to customers.
Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of an organization.
Strong command of written and spoken English.
Proven track record in customer operations and workflow management, with a solid understanding of the functions and KPIs of different departments.
Demonstrated experience designing and implementing new workflows and processes that support smooth operational rollouts, with close attention to detail in developing customer policies.
Proficient in MS Office and English word processing applications.
Personal Attributes
Mature, enthusiastic, and solution-oriented, with a positive, confident approach to problem-solving.
Strong communicator and observer with a global mindset and respect for diverse cultures.
Self-motivated and results-driven, with a passion for making a difference, strong customer service instincts, and solid analytical skills
Benefits
5-days work week, public holiday
Monday to Friday, 9am to 5:30pm
Double pay and discretionary bonus
Medical & Dental Insurance
Friendly and stable working environment
Convenient working location, 2 mins to MTR station
Career development and growth opportunities
Full-time
Partnering & Driving Service Quality Across Origins
Partner with the Company's offices across the nominated region to drive consistent service quality across all origins, conducting service quality audits and leading the implementation of service-related improvement projects in collaboration with internal and external stakeholders.
Work closely with origin offices to ensure Standard Operating Procedures (SOPs) are clearly understood and consistently complied with across the region.
Identify training needs across origin offices, design training modules, and coordinate regular training to build capability and ensure customer service excellence.
Coordinate with internal and external teams to deliver a best-in-class customer experience, including overseeing the customer service hotline and logistics operations functions.
Design and manage workflows to ensure smooth day-to-day business operations, and oversee all customer touchpoints to maintain consistent brand exposure and service quality.
Customer Experience & Relationship Management
Serve as the dedicated point of contact for customers, building and maintaining strong, trust-based relationships.
Define customer policies and procedures tailored to different market environments, continuously refining them based on customer and operational feedback.
Conduct regular business reviews with customers and work closely with the operations team to meet agreed-upon KPIs.
Manage customer inquiries, claims, and complaints to drive high levels of satisfaction, and define and measure customer satisfaction across every stage of the service journey.
Regularly analyze large data sets on service and operational performance, and present findings and insights to customers in a clear, actionable format.
Strategic Planning & Performance
Develop and execute strategies, informed by market and operational insights, to elevate the Company's service excellence within the industry.
Drive operational efficiency through process automation and digital service enablement.
Prepare and present management reports on operational readiness, progress, and performance to support informed decision-making.
Required Qualifications:
Experience & Education
Bachelor's degree with 5+ years of relevant experience in the logistics industry, including experience in customer service and operations roles within a sizable, multi-market organization.
Full understanding of, and hands-on experience in, origin purchase order (PO) management, warehousing, carrier processes, cross-party coordination, and documentation compliance.
Skills & Competencies
Must have strong analytical and presentation skills, with the ability to regularly work with and interpret large data sets to analyze trends and report insights to customers.
Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of an organization.
Strong command of written and spoken English.
Proven track record in customer operations and workflow management, with a solid understanding of the functions and KPIs of different departments.
Demonstrated experience designing and implementing new workflows and processes that support smooth operational rollouts, with close attention to detail in developing customer policies.
Proficient in MS Office and English word processing applications.
Personal Attributes
Mature, enthusiastic, and solution-oriented, with a positive, confident approach to problem-solving.
Strong communicator and observer with a global mindset and respect for diverse cultures.
Self-motivated and results-driven, with a passion for making a difference, strong customer service instincts, and solid analytical skills
Benefits
5-days work week, public holiday
Monday to Friday, 9am to 5:30pm
Double pay and discretionary bonus
Medical & Dental Insurance
Friendly and stable working environment
Convenient working location, 2 mins to MTR station
Career development and growth opportunities
Full-time
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