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Edmond So - 26275200
Website
besteam.com.hk/
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Operations Team Supervisor / Coordinator

Country : Area Hong Kong Area Hong Kong

Region : Florida

County : Pinellas County

Town : CLEARWATER

Category : Retail

Contract type : Permanent

Availability : Full time

Salary : 16 - 25k

Company presentation

Besteam Personnel Consultancy Limited was established in 1990 and is one of the leading staff recruitment services company in Hong Kong. As the registered Employment Agency under the Employment Ordinance, our services includes all levels of employment on a permanent, contract and temporary basis.

Profile

Proven industry experience.
Solid background in Import and Export Customs procedures
Sound knowledge of Word, PP, Excel. Project management software an advantage.
Dangerous Goods Compliant is required.
Customer focussed with excellent attention to detail.
A sound knowledge of Export processes.
Excellent customer service skills.
Excellent people management skills.
Ability to design and implement processes.
Work pro-actively using own initiative.
Proven communication skills both written and verbal.
Previous experience dealing with varied customer base and building strong relationships.
Ability to consider several possible options and decide on most appropriate method.
Possess appropriate IT skills.
Excellent process and planning skills.
Be persistent, tenacious and determined to win new business.
Strong commercial awareness, understands impact of actions.
Purpose:
Responsible for the supervision of the Operations Team to maximise revenue and profit potential of all Export opportunities in balance with excellent customer service.
Responsibilities:
Compliance
Ensure all Operators are following correct processes and are completing jobs in compliance with RAR, IATA, BIS regulations and procedures including:
Customs simplifications/security and safety.
Company ISO 2015 QMS requirements (swift and accurate completion of shipments working within the parameters of the AEO operating procedures and UK customs law.)
Train operators against up to date standards.
Regularly audit operational files to ensure compliance.
Raise NCRs and complete root cause analysis and CAPA. Record all of this within the company ISO record system.
Operations
Arrange shipments as per customer instructions following customer SOP and liaise with Overseas offices and relevant other departments to meet required deadline and KPI set by customer.
Respond to Customer requests within a timely fashion.
Ensure all shipments are placed within the Company system.
Ensure Customs entries are completed correctly as per instructions received from customer in writing.
Arrange OBC shipments as and when required.
Arrange third party collections and deliveries liaising with Transport department.
Monitor shipments and update all tracking information in the systems.
Handle Warehouse Inventory dispatches within the specified deadlines.
Raise invoices to customer within agreed KPI (5 Days).
Answer telephone calls in a polite and timely manner (within 3 rings).
Profitability
Monitor profitability of accounts and explore avenues to increase margins through additional sales of Value Added Solutions or high light potential changes to operational practices to improve efficiency.
Ensure Correct costs are entered on company Worldwide system.
Highlight areas of concern to CS team if costs increase versus actual agreed rates.
Identify areas to maximise profitability by account e.g. reduce costs, increase price etc.
Identify smarter ways or working to increase efficiency.
Customer Focus
Maintain and develop customer relationships alongside the customer solutions team and any other relevant departments.
Attend customer reviews with CS team.
Understand individual customer needs and requirements.
Carry out customer satisfaction reviews/surveys on a sample of accounts and feedback results to CS team.
Use the customer satisfaction information to drive improvements in sales, efficiency and profitability.
Communicate quickly and professionally to customers any changes that affect their business e.g. delays, changes to flights, emergency measures etc.
Measurement
Using company systems to measuring operational performance thus identifying any changes needed to be implemented to provide positive improvements to working practices.
Proactively manage the team performance through agreed KPIs.
This will include:
% of audit of operational files completed.
% of staff training and cross training completed.
Nos of actions agreed and % completed to drive improvements.
% of invoices completed outside of the target.
Accounting
Ensuring all billing is carried out by all operatives within the Exports team within a timely fashion (within 5 days of POD).
Monitoring and ensuring correct input of purchase costs into the system by all operators of the Export team enabling accurate billing and profit reporting.
Liaise with overseas offices, partners and vendors ensuring correct costs are received.
Monitor invoicing against the company target KPI.
Clean up the Unbilled report regularly (received daily).
Identify errors as a result of invoice queries from finance.
Resolve errors and ensure that they are not repeated.
Ensure all accounting customer queries are resolved and responded to within 24 hours.
Ensure all purchase invoices are processed and returned to accounts within 24 hours.
Quotations
Ensure quotations are responded to in a timely fashion dependent on customer requirements
Ensure all quotations are entered into BoxTop so that they can be followed up by CS team and then converted if the quotation comes to fruition.
Understand customer requirements for completing quotations and ensure team is working to these standards.
Periodically checks quotations to ensure team is completing them accurately and to standard.
Any errors identified are raised with the team to ensure they are not repeated.
Convert quotations, if gained, into jobs in BoxTop as and when required.
Liaise with CS team to follow up on reasons why quotations were not gained and make any reasonable amendments to future quotations to try to secure the business.
Team Monitoring
Monitor staff (attendance, time keeping, sickness & statutory breaks) and take action and report to the Export Operations Manager as necessary.
Proactively monitor the team against the company Worldwide standards and take appropriate action including training, retraining, counselling, and possibly disciplinary action. Ensure this is carried out in a swift, fair consistent manner.
Ensure the team are aware of the standards expected in respect of their job, attendance, and behaviour.
Be fully conversant of the standards set out in the handbook and the HR Policy Manual.
Team Management
Ensure all overtime carried out by the team is authorised in advance.
Authorised overtime is communicated to the Operations Manager.
Make sure there is always enough cover of staff on a daily basis.
Review team levels of overtime and propose ways to work smarter that minimises the use of overtime.
Propose changes to working practices and levels to improve efficiency and profitability e.g. adjust staff levels at different times of the day to reflect peak working and reduce cost of overtime.
Monitor hours of work and rest breaks to ensure compliance with the WTRs.
Team Development
Ensure the review and appraisal, with the support of the Operations Manager, of the Export team members to meet their full potential and support the growth of the business.
Attend all team members annual appraisals in line with company standards.
Ensure all team members have an active PDP.
Ensure all team members are trained to do their job and cross trained to do other jobs in the team.
Personal Compliance
Be aware of the standards expected in respect of the job, attendance, time keeping, and behaviour and the standards set out in the handbook and the HR Policy Manual.
Adhere to the company Health and Safety Policy.
Personal Development
Complete annual appraisals in line with company standards with Line Manager.
Ensure an active PDP is in place.
Ensure all mandatory training is completed within the required time frames and refresher courses are completed are completed prior to expiry date.
Highlight any areas or needs for training with line manager.
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