Customer Service Representative - Order Management Solutions Department (Ocean Freight)

This position is responsible for delivering DHL commitment to customers, meeting day-to-day operations requirements of the customers as indicated in Standard Operating Procedure (SOP). Ensure FTY understands and acknowledges customers’ requirements and standards.

Main Responsibility:

- Ensure KPI and customer’s SOP follow up 100%.

- Meet customer's agreed performance metrics in the least cost manner.

- Handle shipments by strictly following up with customer requirements indicated in SOP.

- Ensure issues are tackled immediately and escalate to Team Leader/Manager when there are potential claims or cost impacts.

- Continuously identify service gaps, make recommendations and implement solutions to enhance greater customer’ satisfaction.

- Distribute all instructions/ suggestions to vendor/customer for best shipment arrangement.

- Decide to instruct carriers for Booking/space release when necessary.

- Communicate with customers, DHL network and local customers to ensure all cargo is properly arranged in line with SOP and/or other special customer’s requirements, carriers, local authorities.

- Ensure that all cargo has been released/delivered on time without extra charges incurring.

- Ensure proper follow-up with all outstanding matters.

- Ensure all assignments are met within the specified deadline.

- Ensure good teamwork to cooperate with others to contribute to Team leader in developing workload.

- Other assignments as per Team Leader's request.

Yêu cầu công việc

- Prefer at least 1 year of experience in logistics, and forwarding.

- Bachelor’s Degree Certificate in related fields

- Good at Microsoft Office applications.

- Fluent in written and spoken English.

- Good analysis skills, results orientation and good teamwork skiil.

Quyền lợi

• Thưởng: Annual Bonus
• Chăm sóc sức khoẻ: Private Health Insurance Package
• Nghỉ phép có lương: Attractive annual paid leave