Check Station Metrics Widget and LCM (Life Cycle Monitor) – ensure OTP against customer promise
Collaborate closely with Import Operations 2 & 3 and other departments for smooth handling of shipments and continuous updates
Act as key contact for allocated customers for non-order management tasks
Participate in joint Sales visits if necessary
Accept and activate import and controlled third-party shipments
Proactively inform customers on shipment status, exceptions and provides intermediate updates on incident solution
Collaborate closely with Operations 2, overseas and other functions for smooth handling of shipments and continuous updates
Take and register all customer complaints into CW1
Drive resolution of customer complaints by solving it directly or assigning tasks to other functions, with final responsibility to vet corrective actions and close the complaint, preparing CAPA/ 8D reports if required
Respond to all customer enquiries eg. Track and Trace, exceptions, assigned complaints and required reports promptly and professionally
Take and process customer feedback and asks for Import Operations 1 -related feedback
Escalate persistent or serious service issues that require functional escalation directly or through line manager
Perform up- and cross-selling (inbound inquiries) for existing customers and passes on leads to Sales.
Engage customer periodically with Key Account Managers / Sales for active interactions and involvements
Perform any other duties assigned by immediate superior
Accept all booking orders (from customer or overseas office)
Accept and process orders for handover to Operations 2
Stay informed on shipment and exception status for allocated customers
Provide standard quotations and performs up- and cross-selling on inbound customer calls
Act as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete, where applicable
YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:
Diploma with 3-5 years of relevant working experience
Experience in processing freight forwarding shipments preferable
