Customer Service Executive

PURPOSE AND SCOPE
- Responsible for acting as a liaison between customers and companies.
- Solving internal/ external problems related to shipments / clients related to complaints, orders, errors, account questions, billing, cancelations, and other queries.
- Arranging all shipments and follow-up
- Assist to Direct Manager
- Scope: ITL Corp- Commercial- Korean Accounts.
Duties and responsibilities include, but are not limited to:
- Receive/contact Clients to get their request and arrange all kinds of shipments. Continue to follow up until finished.
- Checking and solving internal / external problems related to shipments / clients.
- Discuss with clients to know what kind of service they need and try best to offer service and get booking
- Continuously contact to other BU's staff to make sure shipments are well arranged.
- Support salesman by completing and processing orders and keeping salesman informed of any issues with processing.
- Be actively aware of problem once it happens, connect immediately with production team to get information and report to manager to consider and get the instruction in order to have the most suitable solution.
- Collect information from customer and connect with production team to make sure smoothly working. For new account, try to collect and send enough information to production team.
- Co-ordinate with PIC in related department to handle ship and keep follow internal procedure as SOP for each account. Follow new SOP for new account to make sure first ship process smoothly.
- Handling ocean import/ export shipments
- Receive booking from client & open the file.
- Check orders and detail in systems.
- Release booking to shipper and follow up.
- Prompt action to clients' request (including send quotation, checking shipment status, finding transport solution to meet client's demands ,... )
- Ensure that all shipments are arranged smoothly and clients are satisfied with the service we provide.
- Be responsible for the quotations sent to clients
- Always in a state of readiness for working and keeping the polite attitude with customers. Greet and address customers in a friendly and respectful way.
- No delay on problem solving: Corporate with relevant departments to find solutions for problems of the customer in the best way possible;
- Take note with customer's complaint and work with related department to find out the most suitable solution
- Regularly connect with customers to maintain relationships and support sales teams if possible.
- Minimize complaints from customers and other departments.