Customer Service Executive - Projects

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JOB PURPOSE
The Customer Service Executive proactively manage customer experience through monitoring and
managing of the end-to-end transportation process. Ensure that execution is done in compliance
with company's standards so that cargo is delivered as promised to the customer. Customers will
be kept informed throughout the process and be updated should there be any change/deviation.
Lastly, he/she will continue to develop existing relationships with the customers and further
understanding their business needs for future collaboration.
CORE RESPONSIBILITIES
• Be the primary point of contact for the Customers and internal FLS offices.
• Actively build strong relationships with customers and gain knowledge of their business
needs
• Ensure smooth execution of the end-to-end process, by working closely with the customer
and internal stakeholders.
• Proactively track shipments and notify customers of changes/deviations from the plan,
post discussion with sales owner, communicate solutions or mitigating plans for the
shipment
• Own of all customer issues and engage relevant stakeholders as needed.
• Manage / improve day to day process interaction with customers by leveraging detailed
customer knowledge.
• Monitor booking trends and follow up with customers to maximize volume performance
and superior service delivery.
• Be fully responsible for customer satisfaction.
• Ensure timely and accurate submission of all relevant documents.
• Issue import, export documentation and payment receipt
• Ensure collection of all outstanding debts before release shipment
• Actively drive continuous improvement opportunities both in relation to customers and
internal / external stakeholders
• Identify, measure, and maintain key performance indicators.
• Perform other duties as assigned by Manager.