Ocean Customer Service And Operation Staff

The Ocean Customer Service and Operation staff is responsible for delivering outstanding service to both internal and external customers, providing shipping schedule information and shipping instructions (bookings), updates on changes in destinations, and delays in transit, and checking the profit and loss for shipments. The staff must promptly respond to customer inquiries and complaints and adhere to established quality guidelines, and coordinate closely with relevant departments to ensure the smooth and proper execution of the booking process.
Duties and responsibilities
• Place booking with carriers/co-loaders as directed by the Sales & Marketing and Procurement & Pricing Team/Ocean Customer Service and Operation Supervisor/carrier guideline from GPC
• Maintain all booking-related data and update booking request on daily App
• Ensure the smooth day-to-day operation of designated customer bookings and capacity.
• In collaboration with the team supervisor, establish a waitlist and rolling list as needed.
• Maintain consistent, clear communication with all relevant parties.
• Notify customers and the Sales & Marketing of any schedule changes or booking delays.
• Make internal shipment instructions based on the Sales & Marketing's information and quotation and provide timely handover to the Document Team.
• Collaborate with the Sales & Marketing and Procurement & Pricing Team to handle any loss cases that require management approval.
• Work closely with the customer, Sales & Marketing and Logistics departments to ensure proper booking procedures are followed
• Cross check carriers' debit note or invoice and confirm for payment
• Notify superiors of any irregular issues in a timely manner.
• Perform other tasks as assigned by the superiors.
• Regularly monitor emails and respond promptly to messages with the necessary information within 24 hours of receiving the initial inquiry.
• Report to direct superiors as requested.
• Join with Sales team to visit customer if requested
• Closely work with customer/agent to main and develop business
• Provide good Customer service to customer