Championing outstanding customer service on key accounts in Asia
Micki has been working in Ligentia as part of the Hong Kong Team since 2014. Having previously worked for a German paper company – within their Hong Kong-based logistics department, she made the move into supply chain and logistics, on a recommendation from a friend who was already part of the Ligentia team.
Ligentia’s culture and values appealed to Micki. She could see that this UK-based company was financially strong and growing and so could offer plenty of opportunities for learning and personal development.
Micki’s initial role was as Key Account Manager, but she secured her first promotion just four months into her role. More recently, Micki has been promoted again and now has the role as Head of Key Accounts, leading and managing a team who provide service direct to customers.
The team are working with Ligentia’s proprietary technology, Ligentix, to move customer orders from point of origin in Asia. The team provides a critical connection between Ligentia’s customers and vendors, taking responsibility for the smooth flow of information, answering questions and getting shipments moving in a timely manner.
Reflecting on her rapid promotions, Micki explains: ‘If you have strengths in building relationships, go the extra mile to understand the customer business and can demonstrate strong teamwork, you will do well at Ligentia. You also need to be able to work to deadlines and focus on adding value.’
Micki has found that progressing to her role as a Manager has given her more skills in working through others and instilling a strong service ethos across the entire team. She particularly enjoys the travel element of the role, having the opportunity to visit UK-based clients, but also hosting customer visits to Asia and arranging vendor visits. Micki explains: ‘The local knowledge and expertise we provide at origin is really valuable to customers. Our cultural insight helps build relationships, plus we are on hand with KPI information to make sure our customers can have really productive performance conversations with their vendors, which keeps the entire supply chain process on-point for quality.’
During her time with Ligentia, Micki has worked on a number of global clients, including Peacocks, Oxford University Press and Card factory. She also works closely with John Lewis Partnership and has been hands on with an award-winning Cargo Freight Services programme which has helped JLP make significant supply chain savings by consolidating freight via a number of ‘hubs’ across Asia. The programme really puts the power of the Ligentia network across Asia into sharp focus and highlights the ability of the team to collaborate and leverage both technology and on-the ground expertise to make a big difference to the customer’s business.
When asked ‘What is the best thing about working at Ligentia?’ Micki is quick to respond. ‘It’s the people first, everyone is knowledgable and customer focused. The company feels like a big family, I’ve got a really friendly team and we have a vibrant social life outside of work. But beyond that, Ligentia is a company that is growing, improving and advancing its technology and network world-wide. For me that means a very exciting future, full of opportunities to develop and grow myself and my team.