The Customer Success Staff is responsible for being a bridge between existing customers for daily communication, overseas agent, and operation team. Additionally, they account for interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services and have a spirit of sales support.
Duties and responsibilities:
► Sales support:
• Take care of all back-office tasks related to customer or agent inquiries instead of sales team, make and update the quotations, requested reports, booking status and tracing sheets, summary sheet for account and so on (final responsibility belongs to sales for the quotation).
• Take care of all inquiries from existing customers and businesses, lanes like answering questions, concerns, complaints, rate inquiries, and so on, then consult with the
sales manager, dedicated sales, or Sales for the proposals before responding to customers.
• Conduct service contracts with customers (final responsibility belongs to sales).
• Monitor AR with customers (final responsibility belongs to sales).
• Share the information about new or expanded business with the sales team if we get it through our daily communication with customers.
• Preparation of RFQ: Collect the buying rate for RFQ/schedule by collaboration with procurement team/operation team (inputter will be procurement and operation team) in case the Sales request to support by CS.
► Operation monitoring:
• Create SOPs for the way to arrange for the shipments and services based on customers' agreements and requirements (to share the contents with the team).
• Create a common S/I (with detail of the remark per accounts and shipments) for each transportation mode or service to share with other (AE/OE/OPS) team.
• Instruct operation team following customer's request.
• Remind the operation team to update shipment status, and booking status, etc. (in case the operation team does not respond in a timely manner). A final responsibility belongs to the operation sides.
• Make a booking management (Consolidation) sheet for the booking and operation team to follow.
► Others:
• Send booking confirmation, shipment status and tracking report to customers.
• Handle and resolve customer complaints.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Perform customer verifications.
• Keep records of customer interactions and transactions.
• Record details of inquiries, comments, and complaints for review.
• Check the vol/revenue of each customer frequently by databases and share the situation with sales PIC.
• Conduct regular customer satisfaction survey.
• Make a regular report related to the Customer Service daily working includes the service quality with Supervisor.
