[Cau Giay - Hanoi] Customer Success Assistant Manager

Job Description

The Customer Success Assistant Manager plays a coordinating role between strategic direction and day-to-day operations. He/she is responsible for team supervision, ensuring smooth communication between internal teams and customers, and actively contributing to customer retention and satisfaction. The Assistant Manager helps translate customer insights into actionable improvement plans, monitors service quality, and ensures the team aligns with company goals.

* Duties and responsibilities

Support the implementation of strategies to promote company products such as BSA, charter, TPEB by coordinating with sales teams and monitoring progress with existing and potential customers.
Provide guidance to the team in consulting to customer about service, selling products, including Ocean, Air, CBT, Warehousing, and VAS Services for both inbound and outbound shipments, propose with idea/solution/countermeasures and make material for these proposals to customers.
Optimize SOPs and coordinate with multiple departments to tailor processes to meet customer needs correctly.
Collect and prepare preliminary analysis of sales data to support performance tracking, and provide insights to management and sales team for further decision-making.
Consolidate and analyze team data, and propose improvements for service efficiency and customer satisfaction.
Analyze customer insights and market impacts on operations and suggest service adjustments.
Ensure team members are up to date on all current industry related news and regulations.
Implement trainings for team members to sell all products such as Ocean, Air, CBT, Warehouse, VAS Services, both inbound and outbound.
Foster teamwork and maintain highly motivated team members through effective leadership, communication and guidance.
Handle all customer escalations that could not solve.
Perform other tasks as assigned by the superiors.
Report to direct superiors as requested.
Promoting sales activities together with the sales team to expand new business from existing customers.

Requirements

► Education and experience:

Bachelor’s degree in Business Administrator, Logistics, International Business or other related to Business.
Tertiary qualifications with relevant work experience or knowledge of forwarding, logistics industry processes, and practices with a minimum of 5 years of experience in the same industry.
Knowledge of products and services.
Experience with all aspects of operation procedures.

► Required skills and abilities:

Proficient in personal computer skills and the business systems relevant to the position to enable the identification of operational problems.
English skills in communicating by speaking, writing, listening, and reading.
Management skills.
Communication, presentation, and negotiation skills.
Being able to work under high pressure.

Benefits & Contact

Annual Leave: 12 days/year (after probation time)
Net salary: Up to 30M Net (13 months a year plus Tet bonus & Annual performance bonus)
Annual Salary Increase: once per year
Performance Assessment: twice per year (fixed in April and October)
Insurance: 24 hours’ Accident Insurance, 100% Social Insurance, Health Care Insurance
Others: International working environment with many opportunities for learning and development, training courses, company trip, etc.

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Email: katherine@hitsuji-vn.com
Phone: 0974 689 370

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