Process Optimization and Customer Service Manager in MSC Mediterranean Shipping Company (Ukrainian office)

13 серпня 2024

Process Optimization and Customer Service Manager

Одеса

Job Title: Process Optimization and Customer Service Manager

Location: Odessa -Ukraine

Job Type: Full-Time, office

Relocation cost & rent of the apartment is fully covered by the company

Reports To: Managing Director

Contract Term: 2 years Fixed-term contract with the possibility of extension upon mutual agreement.

We are seeking a dynamic and detail-oriented Process Optimization and Customer Service Team Manager for our client — a global leader in shipping and logistics.

This role will be responsible for enhancing operational efficiency, overseeing documentation processing, and managing the customer service team. The ideal candidate

will have a strong background in process improvement, excellent leadership skills, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Analyze current workflows, identify inefficiencies, and implement process improvements to enhance productivity and reduce costs;
• Collaborate with cross-functional teams to streamline operations and ensure best practices are followed;
• Develop and maintain key performance indicators (KPIs) to measure and track the success of process improvements;
• Oversee the management and processing of customer-related documentation, ensuring accuracy, compliance, and timely delivery;
• Develop and implement standard operating procedures (SOPs) for documentation handling;
• Train team members on documentation standards and ensure ongoing adherence to established processes;
• Monitor customer service metrics and implement strategies to improve customer satisfaction.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field;
• 3+ years of experience in process optimization, operations, or a related role;
• Proven experience in managing and developing a small team;
• Strong analytical skills with the ability to identify areas for improvement and implement solutions;
• Excellent organizational and documentation skills, with a keen attention to detail;
• Strong communication and interpersonal skills, with the ability to collaborate effectively across departments;
• Experience in a customer service environment is highly desirable.
• Knowledge of Lean, Six Sigma, or other process improvement methodologies.
• Familiarity with CRM and customer service software.

We Offer:

• Competitive salary;
• Comprehensive social benefits package;
• Opportunities for professional growth and development within the company at a global level, including career advancement in our foreign offices;
• A dynamic and international team environment;
• A modern and comfortable office in the city center.
• Relocation cost & rent of the apartment is fully covered by the company

Contract Term: 2 years Fixed-term contract with the possibility of extension upon mutual agreement.