Air Freight Customer Service Specialist (Hanoi)

Main tasks & key responsibilities:
• Develops relationship with allocated customers
• Participates in joint Sales visits if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• Completes coordination between all applicable parties for all air export shipments for our customers; ensures timely bookings with airline on customer behalf
• Prepares export documentation in accordance to country requirements as well as the preparation of Certificate of Origin, Cargo Manifest, NAFTA Certificate, Airway Bill and any other documents required by the customer
• Responsible for timely completion of export documents and coordinate with both customer and/or warehouse for timely delivery of cargo
• Communicates regularly with customer in regards to customer's shipment status as well as continuous communication with overseas to meet delivery commitments; follow-up with airline to monitor and track departure and arrival information and updates
• Ensures invoicing of rendered services is completed accurately and in a timeframe consistent with company policy.
• Ensure customer profiles are accurate and updated
• Meet all KPI's assigned and audited by the Control Tower