The Airfreight Customer Service Staff is responsible for being a bridge between existing customers for daily communication, overseas agent, and operation team. Additionally, they account for interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services and have a spirit of sales support.
- Receive and review booking requests from customers, including terms, delivery order (DO), and related documents.
- Accurately input booking information (customer name, Incoterm, quantity, dimensions, gross weight, shipping date, selling rate, special instructions,...) into the Daily app.
- Issue booking confirmations to customers in a timely manner.
- Coordinate closely with relevant parties to ensure smooth shipment handling, while maintaining a professional attitude and positive working behavior to contribute to a supportive workplace.
- Communicate with overseas agents regarding schedule approvals, gateways, and related matters.
- Manage rate approvals, RFQs, and bidding processes. Verify approvals with overseas agents and clarify any unclear information with Sales or Pricing.
- Handle daily tasks and resolve irregular cases. In case of complaints or additional charges, promptly inform Sales and work together on solutions.
- Collect and maintain records of customer interactions and transactions, and share relevant information with Sales to support
business development.
- Prepare regular reports on Customer Service activities, including service quality.
- Ensure all shipments are handled smoothly with timely feedback and constructive communication to customers and related parties.
- Maintain a strong focus on customer excellence and demonstrate high motivation in achieving customer satisfaction.
