Assistant Manager, Customer Experience

The Customer Experience Manager is responsible for managing strategic customer accounts by delivering exceptional service, strengthening customer relationships, and ensuring operational excellence throughout the order fulfilment and supply chain process.

This role serves as the primary point of contact for assigned customers, working closely with internal stakeholders to drive service performance, identify growth opportunities, and enhance the overall customer experience.

KEY RESPONSIBILITIES:

• Operate as the lead point of contact for any and all matters specific to your customers
• Build and maintain strong, long-lasting customer relationships
• Develop a trusted advisor relationship with key customer stakeholders
• Manage Customer Demand Forecast, Orders & Shipment Information Data
• Prepare regular reports and reviews with customer on Demand Forecasting, OTD, Quality, Lost Sales Revenue, Extended Hire, Damaged Bins etc.
• Continuously seeking improvement on service level KPIs.
• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
• Prepare regular internal management reports on account activities: eg OTD, Extended Hire, Damage Bins etc.

REQUIREMENTS:

• Strong background in supply chain management, including planning, operations management, logistics service providers management, inventory management, process and systems improvement
• Candidate must have a good working attitude with strong sense of urgency to accomplish defined and yet challenging goals set by the Group
• Candidate should have some customer account management experience
• Strong problem-solving skills; open and flexible mindset
• Proven account management or other relevant experience
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Candidate should adopt a hands-on approach in managing the customer service activities

About Goodpack

Goodpack is an innovator in developing safe and cost-efficient transportation and storage solutions for challenging payloads, including natural rubber, food and liquids and specialty industrial goods such as tires and automotive parts. We have a strong network of team members, operations and depots around the world, dedicated to simplifying our customers supply chain processes.

Our Business Promise – Connecting Businesses Globally

We deliver value to our customers and partners through efficient supply chain solutions, our global network and fleets of intelligent returnable containers.

Our Employee Promise

We work closely together, in the spirit of the family-business at our origins. At the same time, supported by a strong and financially robust ownership structure, Goodpack offers meaningful exposure and broad opportunities to make an impact at the local, organizational, and global levels.

Being of a network company with global presence, you will be exposed to different parts of the organization and adjacent functions through collaboration, broader job scope, and job rotations. The fast-paced and dynamic culture accelerates on-the-job training and learning, and consequently professional growth. You have easy access to our leaders, you can avail of international mobility programs and leadership development paths. You become an integral part of the network, your views and opinions matter and your own teams and the surrounding teams support you. You are connected to the entire world and our strong human network is reflecting and supporting our Connecting Businesses Globally business promise.

We believe in the value of employability, the continuous process of acquiring experience, new knowledge through purposeful learning and skills that contribute to successful careers in the ever-changing Logistics and Supply Chain industry.

Who are we looking for

We are always looking out for talents who have the required skills and the following traits:

Adaptable: You believe that change is the only constant and you are resourceful in your attempts to find improvement opportunity within that change. You are not afraid to try new things

Collaborative: You enjoy working with others and you are open to contribute knowledge, ideas and perspective. This is what makes our network strong and resilient

Self-directed: You take initiative, drive it from the start till the end and take pride and accountability in the result of the initiative.

Curious: You are hungry for knowledge, in your area of responsibility as well as beyond. You are determined to seek answers by asking the questions and you are willing to constantly learn.

Hands on: You are comfortable in seeing the big picture and you are passionate about turning strategy into reality through practical means and delivering results.

Communicate proactively: You are well-versed in verbal and written communication. You listen to others opinions and express your thoughts and ideas well.

Join us and be a part of Goodpack family!

By applying to the above-referenced position, you consent to the collection, storage, use, transfer (including outside of the country where such information was collected from) and disclosure of the above personal data by Goodpack for the purposes of evaluating your suitability for employment in any current or prospective position within the organization and verifying your identity and accuracy of your personal details and other information provided (Purposes).