CUSTOMER SERVICE (FORWARDER/LOGISTICS)

1. Sales Support

Taking care of all back-office tasks related to customer or agent inquiries instead of sales team (answer questions; concerns, complaints, rate inquiries…) >> Consult with sales manager or dedicated sales or BM for some special cases before responding to customers/agents

-  Taking care of all inquiries from existing customers/existing businesses, lanes (answer questions; concerns, complaints, rate inquiries…) >> consult with sales manager or dedicated sales or BM for the proposals before responding to customers.

-  Making service contract with customers (final responsibility belongs to sales).

-  Monitoring AR with customers (final responsibility belongs to sales)

2. Operation monitoring

-  Creating SOPs for the service based on customers’ agreements and requirements.

-  Creating a common S/I for each transportation mode or service.

-  Instruct operation team following the customer’s request

-  Remind operation team to update shipment status, booking status…. (in case operation team does not respond in timely manner) >> Final responsibilities belongs to operation sides

-  Make a booking management (Consolidation) sheet in order for Booking and Operation team to follow.

-  Monitoring buying rate for RFQ in collaboration with procurement team/operation team (inputter will be procurement and operation team)

3. Others

-  Send booking confirmation/shipment status/tracking report to customer

-  Handle and resolve customer complaints

-  Obtain and evaluate all relevant information to handle product and service inquiries

-  Perform customer verifications

-  Manage customers' accounts

-  Keep records of customer interactions and transactions

-  Record details of inquiries, comments and complaints

-  Maintain customer databases

4. Customer Satisfaction Survey

-  Conduct regular customer satisfaction survey

5. Reporting

-  Make regular reports related to service quality to management or sales team

<< Extra tasks may be given depending on specifics of customers>>

-  Education degree (such as college, or university)

-  Tertiary qualifications with relevant work experience or knowledge of forwarding, logistics industry processes and practices.

-  Knowledge of KWE’s products and services.

-  Experience in using systems for bookings, documentation, shipping document insurance, and intranet.

-  Experience with all aspects of operation procedures.

-  Good at MS office (Word, Excel, powerpoint….)

-  Intermediate English skill (4 skills), additional language should be an advantage

-  Being able to work under high pressure.

-  Interpersonal skills

-  Communication skills- verbal and written

-  Listening skills

-  Problem analysis and problem-solving

-  Attention to detail and accuracy

-  Data collection and ordering

-  Customer service orientation

-  Adaptability

-  Initiative

-  Stress tolerance