Customer Operations Analyst/Manager (REF: HKAS20260904-01)

Century Distribution Systems; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Century Supply Chain Solutions in Hong Kong is seeking a Customer Operations Analyst/Manager to drive service quality across origins and manage customer relationships. This role partners with regional offices to audit performance, implement improvements, and ensure SOPs are followed while coordinating with internal teams on hotline and logistics operations.

The ideal candidate has a Bachelor’s degree with 5+ years in logistics, strong analytical and presentation skills, and fluency in English.

Qualifications

• Bachelor’s degree with 5+ years of relevant experience in the logistics industry.
• Experience in origin PO management, warehousing, carrier processes, cross-party coordination, and documentation compliance.
• Strong analytical and presentation skills with the ability to regularly work with and interpret large data sets to analyze trends and report insights to customers.
• Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of an organization.
• Strong command of written and spoken English.
• Proven track record in customer operations and workflow management, with a solid understanding of the functions and KPIs of different departments.
• Demonstrated experience designing and implementing new workflows and processes that support smooth operational rollouts, with close attention to detail in developing customer policies.
• Proficient in MS Office and English word processing applications.

Responsibilities

• Partner with the Company’s offices across the nominated region to drive consistent service quality across all origins, conducting service quality audits and leading the implementation of service-related improvement projects in collaboration with internal and external stakeholders.
• Work closely with origin offices to ensure Standard Operating Procedures (SOPs) are clearly understood and consistently complied with across the region.
• Identify training needs across origin offices, design training modules, and coordinate regular training to build capability and ensure customer service excellence.
• Coordinate with internal and external teams to deliver a best-in-class customer experience, including overseeing the customer service hotline and logistics operations functions.
• Design and manage workflows to ensure smooth day-to-day business operations, and oversee all customer touchpoints to maintain consistent brand exposure and service quality
• Serve as the dedicated point of contact for customers, building and maintaining strong, trust-based relationships.
• Define customer policies and procedures tailored to different market environments, continuously refining them based on customer and operational feedback.
• Conduct regular business reviews with customers and work closely with the operations team to meet agreed-upon KPIs.
• Manage customer inquiries, claims, and complaints to drive high levels of satisfaction, and define and measure customer satisfaction across every stage of the service journey.
• Regularly analyze large data sets on service and operational performance, and present findings and insights to customers in a clear, actionable format.

Skills

Strong analytical skills

Presentation skills

English proficiency

Customer operations experience

Workflow management

MS Office

Education

Bachelor’s degree with 5+ years of relevant experience in the logistics industry

Tools

MS Office

Job description

Customer Operations Analyst/Manager (REF: HKAS20260904-01)

Partnering & Driving Service Quality Across Origins

• Partner with the Company’s offices across the nominated region to drive consistent service quality across all origins, conducting service quality audits and leading the implementation of service-related improvement projects in collaboration with internal and external stakeholders.
• Work closely with origin offices to ensure Standard Operating Procedures (SOPs) are clearly understood and consistently complied with across the region.
• Identify training needs across origin offices, design training modules, and coordinate regular training to build capability and ensure customer service excellence.
• Coordinate with internal and external teams to deliver a best-in-class customer experience, including overseeing the customer service hotline and logistics operations functions.
• Design and manage workflows to ensure smooth day-to-day business operations, and oversee all customer touchpoints to maintain consistent brand exposure and service quality

Customer Experience & Relationship Management

• Serve as the dedicated point of contact for customers, building and maintaining strong, trust-based relationships.
• Define customer policies and procedures tailored to different market environments, continuously refining them based on customer and operational feedback.
• Conduct regular business reviews with customers and work closely with the operations team to meet agreed-upon KPIs.
• Manage customer inquiries, claims, and complaints to drive high levels of satisfaction, and define and measure customer satisfaction across every stage of the service journey.
• Regularly analyze large data sets on service and operational performance, and present findings and insights to customers in a clear, actionable format.

Strategic Planning & Performance

• Develop and execute strategies, informed by market and operational insights, to elevate the Company’s service excellence within the industry.
• Drive operational efficiency through process automation and digital service enablement.
• Prepare and present management reports on operational readiness, progress, and performance to support informed decision-making.

Experience & Education

• Bachelor’s degree with 5+ years of relevant experience in the logistics industry, including experience in customer service and operations roles within a sizable, multi-market organization.
• Full understanding of, and hands-on experience in, origin purchase order (PO) management, warehousing, carrier processes, cross-party coordination, and documentation compliance.
• Must have strong analytical and presentation skills, with the ability to regularly work with and interpret large data sets to analyze trends and report insights to customers.
• Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of an organization.
• Strong command of written and spoken English.
• Proven track record in customer operations and workflow management, with a solid understanding of the functions and KPIs of different departments.
• Demonstrated experience designing and implementing new workflows and processes that support smooth operational rollouts, with close attention to detail in developing customer policies.
• Proficient in MS Office and English word processing applications.

Personal Attributes

• Mature, enthusiastic, and solution-oriented, with a positive, confident approach to problem-solving.
• Strong communicator and observer with a global mindset and respect for diverse cultures.
• Self-motivated and results-driven, with a passion for making a difference, strong customer service instincts, and solid analytical skills.

Century Supply Chain Solutions is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, any other characteristic protected by law, or other applicable laws.

All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within Century Supply Chain Solutions (please indicate clearly on your application if you would not like to be considered for other positions within the group.) Following the data privacy ordinance, all unsuccessful applications will be destroyed after an appropriate time.