Ocean Freight Customer Service Specialist

Main tasks & key responsibilities:
- Centralize & coordinate with relevant team to ensure the best implementation for new biz on board/trial services.
- Manage daily process with multiple shippers & other dept for the shipping/loading plan timely.
- Offer Value-added service for non-controlled biz. Upsell for out of RFQ award
- Tailor-made handling process for special cargo to meet customers' business drivers, needs and requirements. E.g. Explore the best solution that can meet customer tight timeline ( eg ITR, sea air, fast boat ect)
- Spend more time to clarify, gain deep insights into customers 'challenges, coordinate with network to identify the right & reliable solution provided to customers to overcome issues/production deadline of special cases/spot shipments.
- Ready for supporting customers due to high demands from customers to solve unexpected issue occurs
- Single contact point & able to handle both import/export scope for strategic accounts.
- Complicated billing process which needs do weekly statement and upload supporting documents into customers' system for payment.
- Manage all reports needs to prepare & submit on time as per SOP
- Manage for Claim Handling
- Acting as a gatekeep/account owner to deliver a positive customer experience/satisfaction and ensures a smooth execution of the end-to-end shipment lifecycle Local Customer/factory.
- Maintain Good & long-term relationships with key Local customer/ influencers/ decision-makers within customer organizations at various level
- Manage quarterly biz review with related supply chain partners to review & improve performance (Customer, carriers, vendors).
Working Location: DHL Global Forwarding (Vietnam) Corporation - Head Office - 11th Floor, eTown2 Building, 364 Cong Hoa Street, Tan Binh Ward, Ho Chi Minh City, Vietnam