Tender & Pricing Cum CS Manager/ Vietnam Complaint Manager

1.Pricing & Tender
- Receive, analyze and respond to global bids/tenders & rate requests
- Monitor and supervise all responses to global bids/tenders & network's rate requests
- Rate analysis and negotiation
- Market intelligence analysis
- Consolidate tender data from GWVN and answer to regional tender team.
- Update account developments, activities and tender in CRM.
2.Customer Services
- Check buying cost and prepare the quotation as per local sales' request for all shipments which depart or arrive in SGN, Da Nang and all domestic in the Central and the South of Vietnam.
- After having received rate confirmation from customers or local sales, CS prepare handling instruction & send to in charge operation ASAP at least after one working day.
- Manage a favorable commercial relationship with the assigned account(s) that will promote customer satisfaction and loyalty, business growth and profitability.
- Ensure that all accounts are managed and developed in line with the established corporate / regional strategies and all key performance indicators stipulated in the contract are being fulfilled.
- Responsible for a smooth business implementation and handover to Operations and ongoing monitoring of contract compliance.
- Conduct regular (minimum quarterly) business reviews with KA, analyze and indentify business opportunities, potential risks and make the appropriate recommendations to the management.
- Propose improvement measures and drive continues improvement processes for the account.
- Maintain existing customer tariffs; administrate necessary activities including rate increases and schedules.
- Generate and distribute (internal/external) reports as assigned by the management.
- On time feedback to the client and BD team in term of quotation, service requirements.
- Working with regional procurement team and local Carriers to find the most competitive prices and good service.
- To coach the Customer Service team by examples so that they can work independently and provide prompt support to the team.
3.Customer Complaint Handling
- To capture & handle all minor & major customer complaints.
- To follow-up the resolution of all complaints at country level.
- To analyze the pipeline of issues and to provide the country organization with KPIs.
- To monitor the local teams in handling the process.