Customer Service (Short-Term Contract)

Main Job Purposes:
1. Collect, respond and solve customer's request
2.Coordinate to perform at the requests of the customers
3.Maintain relationships with customers and get other opportunity from current customers.
4.Instructing, supporting and supervising team members to perform daily tasks
Job Description:
1. Receive customer's requests.
-Receive requests and related documents from customers or Yusen overseas agents (service quotes, import / export procedures for goods, problem solving, document requests, Customs procedure advices, procedures for payment ...)
- Check the conditions of performing services for customers (Have a service contract yet? Is there a quotation yet? ...)
-Check the validity of documents, delivery conditions, and related costs to identify the payer and confirm payment. Or transfer to the BD sales section for a quotation
-Input shipment's information and services which provided to each customer in the control table.
2.Coordinate to carry out the plan according to customer requirements.
-Planning to perform services as the request of customers and transfer information, operation request together with documents to the relevant business departments (if that department is not received) to coordinate the implementation following to the process and instructions.
-Follow closely the schedule and update information, shipment status and arising problems (if any) to customers. Adjust the delivery / pick up plan appropriately according to actual situation.
-Coordinate and corporate with the operation departments to solve arising issues related to the shipment, report to the management directly to give a suitable and timely solution advice. Follow up the results and if necessary, record, report as form, regulations and instructions.
-Confirm the customer's payment for services incurred outside the quotation (overtime, detention truck, cleaning, repairing fee...)
3.Record revenue/cost
-Coordinate with BID, FAD and BD Sales to follow and chase payment of customers to ensure payment on time.
4. Supervise daily jobs of subordinates
-Control and support staff to receive requests from customers, as well as coordinate to implement the daily plan in accordance with the process, guidance, ensure the progress.
-Receive report, evaluate and instruct the staff to analyse the causes of the incidents, abnormalities and deal with unusual situations (if any) in decision authority and supervising implementation of countermeasures.
5.Assisting Sup in developing processes
-Regularly checking and making plans for the contingency and transfer work jobs of members in a flexible and reasonable way to achieve the volume and quality of work as planned.
-Contribute ideas, support the Assistant manager in proposing improvement of procedures being implemented according to criteria of safety, effectiveness and cost reduction
6.Others
-Coordinate with other BU departments in the company to find out, update and consult solutions to customers. Update new regulations, circulars or feedback from relevant agencies and departments as the request of customers.
-Establish and maintain good relationships with existing as well as potential customers.
-Updating market information and trends through customers and sharing it with sales staff.
- Propose ideas to improve work efficiency, save costs.
- Update monthly group KPIs and report to manager
- Make the report on time as required
- Other jobs as agreed and entrusted by the superior depending on the actual situation.