Customer Service Representative - Order Management Solutions Department (Ocean Freight)

This position is responsible for delivering DHL commitment to customers, meeting day-to-day operations requirements of the customers as indicated in Standard Operating Procedure (SOP). Ensure FTY understands and acknowledges customers' requirements and standards.
Main Responsibility:
- Ensure KPI and customer's SOP follow up 100%.
- Meet customer's agreed performance metrics in the least cost manner.
- Handle shipments by strictly following up with customer requirements indicated in SOP.
- Ensure issues are tackled immediately and escalate to Team Leader/Manager when there are potential claims or cost impacts.
- Continuously identify service gaps, make recommendations and implement solutions to enhance greater customer' satisfaction.
- Distribute all instructions/ suggestions to vendor/customer for best shipment arrangement.
- Decide to instruct carriers for Booking/space release when necessary.
- Communicate with customers, DHL network and local customers to ensure all cargo is properly arranged in line with SOP and/or other special customer's requirements, carriers, local authorities.
- Ensure that all cargo has been released/delivered on time without extra charges incurring.
- Ensure proper follow-up with all outstanding matters.
- Ensure all assignments are met within the specified deadline.
- Ensure good teamwork to cooperate with others to contribute to Team leader in developing workload.
- Other assignments as per Team Leader's request.