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.