Global Customer Operations & Experience Lead

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

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.