Customer Service ( Must Have Experience in Freight/ Logistics Industry )

- Deal directly with customers either by telephone, electronically or face to face.
- Respond promptly to customer inquiries.
- Checking sailing/ flight schedule and providing pricing to Sales Team.
- Handle and resolve customer complaints _ both sea and air shipments.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Provide delivery information and send SMS weekly to customers.
- Process orders, forms, applications and requests.
- Organize workflow to meet customer timeframes.
- Communicate and coordinate with internal departments.
- Follow up the voyage of the shipment and keep customer updated information.
- Provide feedback on the efficiency of the customer service process.
- Follow up with overseas offices to ensure that the proper documents have been received on time.
- Follow up with the airlines/shipping lines to ensure the arrival information are correct.
- Perform above and other tasks with the goal of operational excellence and always in compliance with the company rules and regulations.
- Maintain a pro-active follow up of all shipments (especially information updates towards the customer).
- Have a clear focus on profitability.
- Avoid or reduce cost whenever possible.
- Establish and maintain a close cooperation with local and overseas colleagues and partners
- Closely focus on the achievement of targets (KPI's) as set by the organization (continuous improvement).
1/ IMPORT SEA & AIR:
- Contacting with overseas agent for new shipment & inform timely to customer about vessel/flight schedule to get their approval.
- Sending draft Bill to customer for checking & confirm.
- Closely follow up sailing/flight schedule, keep customer informed timely if any changes/delayed.
- Requesting pre-alert docs from Overseas agent once vessel/flight departed & sending Bill on board to customer timely.
- Submitting/uploading on E-Manifest timely.
- Sending Arrival Notice to customer & Issuing Delivery Order timely. Issuing Debit Note in systerm
- Solving problems related to import shipments quickly & effectively.
- Communicate & coordinate with internal departments.
2/ EXPORT SEA & AIR:
- Contact shipper/ Overseas agent for new shipment & inform timely to Shipper about vessel/flight schedule to get their approval.
- Sending draft Bill to shipper for checking & confirm.
- Closely follow up sailing/flight schedule, keep customer/overseas agent informed timely if any changes/delayed.
- Sending pre-alert docs to Overseas agent once vessel/flight departed & keep sending Bill on board to shipper timely. Issuing Debit Note in systerm
- Solving problems related to Export shipments quickly & effectively.
- Communicate & coordinate with internal departments.