4PL Customer Experience Agent

• Work out overall demand forecast

• Booking with nominated carriers and verify booking confirmation. Share the booking confirmation to customers and trucking agents

• Pricing spot-buy if required.

• Coordinate with internal customer’s parties, carrier and broker to pick up and deliver container to customer on time.

• Issue commercial invoice from SAP for customs declaration

• In charged of solving issues related to carrier (container pick-up, vessel delay, shortage space,..)

• Track & Trace milestones

• Manage D&D, Routing Guide Compliance

• Work out long-term solutions for continuous improvement of export projects & export processes

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Query Resolution with shippers/Customers/Key Account Managers/other stakeholders, timely resolution and response to customers.

• Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.

• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.

• Responsible for cross sell/up sell, customer retention.

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.

• Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.

• Comply to specific customer SOP and monitor respective KPIs.

• Reporting, execute reports or other tasks assigned by Team Leader/Manager.

Yêu cầu công việc

• 1-3 year experienced, Freshmen acceptable,

• Study and work major in Logistics and Supply Chain Management operations.

• Good understanding of operational processes, careful.

• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.

• Problem solving: Creative, proactive & aggressive in pushing the issues through and solutions for short term and long term.

• Stakeholder management skills and relationship building. Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Result orientation.

• Well-organized when working under pressure.

• Team player – Works together with others in the business unit to achieve results, fosters teamwork.

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Positive and proactive attitude.

• Good command of both oral and written English.

Quyền lợi

• Thưởng: performance bonus