Primary Location: B1, NO. 361 TA-NAN ROAD, TAIPEI, Taipei City - Taiwan, Republic of China , 11161 Job ID: R25004401

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Job Description:

The Freight and Customer Service Supervisor monitors operational business requirements (e.g., safety, quality, production, compliance etc.) and manages the daily activities of the customer resolution team. He/She tracks service commitments and team performance and manages cost. This position ensures compliance with federal regulations and internal policies, procedures, and controls while supporting internal and external customer requests for special handling of freight. The Freight Operations Supervisor coordinates activities with internal groups such as, Air Operations, Business Development, Brokerage, Service Centers and Gateways in the globe, etc. He/She manages and supervises representatives to answer freight inquiries (e.g., movement, rates, etc.).

Job Responsibilities:

1. Promotes and Maintains Freight Operations Customer Relationships

Provides assistance to resolve customer issues and ensure long-term business growth.
Facilitates training to educate the freight support team on job requirements and responsibilities.
Communicates service updates, procedural changes, and corporate announcements to ensure employees are prepared to support customer needs.
Maintains internal (e.g., Service Centers, Gateways, etc.) and external customer relationships to improve service experiences. Identifies customer needs and builds cross-functional relationships to identify solutions that meet customer needs.
Supports new business implementation and monitor KPI execution. Works with Operations teams to maximize daily productivity.

2. Coordinates and Monitors Customer Support

Provides service performance reports to managers (e.g., Operations managers, division managers, etc.) to assist in the development of improved service times.
Manages relationships with internal groups (e.g., Service Centers, Gateways, Customer Support Centers, etc.) to facilitate and coordinate freight movement activities.
Reviews and audits service failures to ensure prompt resolution to customer service issues.
Monitors and reviews customer requests (e.g., billing, freight handling, etc.) to ensure compliance with operational procedures.
Collaborates with Operations teams to evaluate financial impacts of proposed solutions (i.e., transportation type) for meeting customer needs.

3. Manages Freight Operations on business compliance

Reviews and audits internal documents (e.g., audit dock checks, hot shots, etc.) to ascertain compliance.
Maintains audit files to meet audit assessment criteria.
Works with Operations teams to maximize daily productivity.

4. Supervises and Develops Others.

Determines employees’ training needs to produce continuous development plans.
Provides on-going feedback and support to improve performance.
Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.

Holds others accountable to established performance levels to achieve individual and group goals.
Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.

Skills & Requirements:

Min Degree in Supply chain or logistics or any equivalent.
At least 5 years in freight operations, preferably 3 years with supervisory experience
Able to work proactively and independently
Comfortable in working in a fast pace environment which includes a lot of restructuring and strategic planning.
Must be able to manage a team of people under the similar function.
Familiarity with consolidation and buying/selling of shipment is preferred but not a must.
Basic conversational English is a must.
Proficiency in computer literacy (eg. Microsoft Office).

Employee Type:

Permanent

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