[HCM/ HN] - Sr. Executive/ Assistant Manager Customer Service

Job summary:
The Customer Service Executive at MGH Logistics Vietnam plays a crucial role in ensuring exceptional service delivery and maintaining strong customer relationships. Based in Hanoi or Ho Chi Minh City, this position requires 2-3 years of experience in freight forwarding logistics. The successful candidate will be the primary point of contact for customers, handling inquiries, processing orders, and managing shipment documentation.
They will ensure compliance with local and international regulations and maintain effective communication with customers, suppliers, and internal teams.
Main Responsibilities
1. Customer Support:
• Serve as the primary point of contact for customers, addressing inquiries, concerns, and requests promptly and professionally.
• Ensure customer satisfaction by resolving issues effectively and efficiently,and maintaining a high level of service quality.
2. Order Processing:
• Handle the entire order processing cycle, including receiving orders, preparing necessary documentation, and managing shipment tracking.
• Collaborate with internal teams and external partners to ensure smooth and timely logistics operations.
3. Documentation and Compliance:
• Prepare and review all relevant shipping documents, such as bills of lading, invoices, and customs declarations.
• Ensure compliance with local and international regulations and company policies to avoid legal and logistical issues.
4. Communication and Coordination:
• Maintain clear and effective communication with customers, suppliers, and internal teams to facilitate seamless operations.
• Coordinate with various departments to ensure all logistics activities are executed smoothly and efficiently.
• Provide regular updates to customers regarding shipment status and address any potential delays proactively.
5. Problem Solving:
• Proactively identify potential issues in the supply chain and implement solutions to mitigate risks.
• Handle customer complaints and disputes professionally and efficiently, ensuring a satisfactory resolution for all parties involved.
6. Reporting:
• Generate regular reports on shipment status, customer feedback, and overall service performance.
• Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer satisfaction and operational efficiency.
7. Relationship Management:
• Build and maintain strong relationships with key customers, understanding their needs and ensuring their expectations are met.
• Actively seek feedback from customers to continuously improve the service quality and address any concerns.
8. Continuous Improvement:
• Stay updated with industry trends, best practices, and technological advancements in logistics and customer service.
• Participate in training programs and workshops to enhance skills and knowledge, contributing to personal and professional growth.
9. Support Sales and Business Development:
• Collaborate with the sales and business development teams to provide excellent service to potential and existing clients.
• Assist in preparing proposals, quotes, and presentations to support business development efforts.