- Improve the receipt and processing of orders, booking physically and systematically by conducting time motion study and data analysis.- Implement new systems (WMS, DSS, etc.), implement new enhancements in internal systems.- Control customer service & operation productivity dashboard.- Coordinate with other countries head in Southeast Asia Region for process centralization and standardization.

- Hold regular team meetings / 1:1 meetings to assess performance, staff expectations, workload adjustments, operational issues, root causes, and preventive actions, etc.- Project management: Advanced Excel & Outlook training, Headcounts mapping process, Shipment-control automation tool.- Review KPIs, run reports / dashboard to control KPIs, conduct meeting with customers to review KPIs and address ad-hoc requirement.- Control cost and revenue to timely find out and to solve the revenue leakage and ensure profit maximization.- Be the 2nd escalation point to resolve complaints, claims and disputes from stakeholders.

- New SOPs implementation with hyper care for new customers.- Use reports to monitored operational performance, KPIs of vendors, carriers, team members.- Designed new processes to adapt to customer requirements.- Build the new customer service team for new customers.- Be the 1st escalation point to resolve complaints, claims and disputes from stakeholders.

- Develop processes for new tasks arising by business requirement, as well as improved existing processes.- Create VBA / macro tools for Customer Service Department in Vietnam, Cambodia, and Myanmar.- Project assistant to do automation tools.- Work with developers to do testing and implementation of Robotic Process Automation (RPA).- Replicate available tools from Vietnam to other countries in the area.

- Shipment management (Booking / PO receiving, PO validation, CBM utilization, Schedule / Carrier planning, System updating, Reporting, etc).- Update shipment data in internal system and solve interface issues to maintain data accuracy.- Stakeholder management (Shippers / Key Account Managers / Project Managers / Carriers / Co-loaders) to ensure timely resolution and response to Customers at destination.- Comply with specific customer Standard Operation Procedure and monitored respective KPIs.- Assist team leader to implement new accounts.- Management of exceptions.