Customer Operations Manager

Why Cogoport

International Trade can be complicated at times and every day brings new challenges and opportunities to learn. Cogoport is a global trade platform that connects businesses/ exporters with supply chain partners while making it easier for supply chain partners to connect to new customers. We are backed by some of the well-known investors including Tiger Global & DST and have offices in Singapore, India, Vietnam, Netherlands

As a part of Cogoport, you will get an opportunity to be a part of an industry-wide revolution in the world of shipping and logistics by collaborating with other brilliant minds to resolve real world challenges. You will have a direct impact on the global logistics & supply chain industry shaping it with technology to make it more efficient & streamlined

Cogoport is currently expanding globally, and we are looking to hire a Customer Operations Manager to help launch & grow our business in Thailand. Reporting to the Country Director, the high-calibre candidate will be responsible for overseeing the customer operations, setting best practices & ensuring a superior customer & partner experience

What you will be doing 

As a key hire in Thailand, you will be responsible for managing the operations team for the business. Key responsibilities include:

• Help hire the operations team for the business who will manage the entire order flow for Cogoport – liaise with customer to get necessary documentation & schedules for order processing, work with supply partners to ensure pricing guarantee & order confirmation and work closely with finance to facilitate invoicing, payment & collections process
• Conduct training programs for the team to ensure strong compliance to internal SLAs & processes, platform data capture & act as a primary conduit for promoting NPS
• Work closely with the supply, sales & finance team to provide a superior customer experience & pricing for both consumers & supply partners.
• Work closely with tech & product team to ensure product is correctly being set up to capture all customer use case and iterate on product feedback to ensure a “product first” approach to customer experience
• Set up best practices across the organisation based on industry standards while at the same time capturing local nuances to ensure the best-in-class experience for both consumers & supply partners

You will ideally have 

• 3+ years of customer success or operations or sales role in logistics & supply chain industry/ B2B SaaS companies/Tech Companies
• Preferably have prior experience of managing teams with ability to inspire & set a strong culture of belonging & ownership
• Have a strong can-do attitude & is a self-starter
• Preferably have a strong knowledge or interest in the logistics & supply chain industry