Generate job instructions to relevant operations team accordingly to customer’s request correctly and on timely
Liaise with different internal department & external contractor when required
Pre-plan operations such as container trucking for Import and Export shipment depending on the complicatedness of the commodity and arrange special equipment such as cranes
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Inform customer of response and/or problem resolution.
Train and provide guidance to the team on standard processes and protocols.
Communicate effectively with customers and sales representatives using phone, voice mail, email, and other tools to fully understand customer’s application(s).
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Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments. Focal point to handle exceptions / customer special demands
Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
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To keep detailed records of customer interactions, transactions, inquiries, and complaints using designated software or CRM systems.
To follow established procedures and protocols for handling customer inquiries and escalations, adhering to company policies and standards.
To collaborate with cross-functional teams, including logistics, sales, and product departments, to resolve customer issues and improve service delivery.
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Drive the timely resolution of customer issues and complaints.
Oversee the logging and investigation of feedback, collaborating with relevant stakeholders and departments to implement sustainable solutions aligned with our Continuous Improvement philosophy, quality procedures, and ISO policies.
Manage credit/debit note issuance and supporting debtor aging follow-ups.
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- Provide sales support and assist the sales team to check rates with overseas agents, carriers and 3rd party vendors and sending quotations on behalf of salesperson to clients when required
- Creating shipment jobs and billings
- Complying with company directions, policies and SOPs
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