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Solutions Customer Service Executive

Zen Plaza, 54-56 Nguyen Trai, Distric 1, HCMC
Hạn nộp hồ sơ: 30/06/2017

Hết hạn nộp đơn

Mô tả công việc

Key Responsibilities

• Focus on the key Customer Service Drivers:

o Easy to Business with;

o Timely Delivery of Documents;

o Pro-Active Notification;

o Exception Management ;

o Efficient claim handling

• Booking with vendors/ shippers

• Planning with vendors/ shippers and internally with Warehouse, VAS, etc.

• Query Resolution with shippers/ Customers/ Key Account Managers / Commercial team to ensure timely resolution and response to customers.

• Responsible for cross sell/up sell, customer retention.

• Follow up on the Outstanding bookings & query resolution

• Record and report the performance of the designated set of Permier/Premier Customers that help provide suitable recommendations on:

o Service delivery wins

o Service failures

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

• Comply to specific customer SOP and monitor respective KPIs

• Execute reports assigned by Team Leader/Team Manager

Yêu cầu ứng viên

Requirements:

Operational knowledge & Customer Service Experience

• It’s preferred to have 6 months experience in a large Operations / Customer service teams or in the Logistics sector with Customer facing experience

• Working knowledge of Damco systems (Kewill, myDamco, etc.) is preferred

• Familiarity with Damco Policies and Processes relating to the following is preferred :

o Customer Service Quality Standards, Quotation Standards and Pricing Policy

o Forwarding Products including VAS, Insurance, etc.

Communication Skills

• Excellent communication skills and the ability to communicate confidently in both Vietnamese and English

Drive for Results

• Passion to drive closures & high level customer service orientation

• Well organized when working under pressure

• Team player – Works together with others in the business unit to achieve results, fosters teamwork

Expectations from the Role:

• Booking & shipment management

o Receive forecast, booking from customers

o Co-ordinate with commercial for selling rate and buying rate (for freehand cargo)

o Work with destination office for approval (for nominated cargo)

o Co-ordinate with local carrier management team (for export cargo) and Damco origin (for import freehand cargo) to arrange booking with carriers as per requirements from customer.

o Co-ordinate with OPS team to ensure that shipments was updated in system and HBL/FCR/invoice/Arrival Notice/Delivery Order are issued to customers correctly and on time

o Co-ordinate with VAS team (where necessary) for VAS service delivery to customer

o Follow up payment from customers

• Quality Management

o Execute and deliver on local initiatives

o Ensure compliance to internal & external audit controls

• Follow-up & Query Resolution

o Ensure that shipment are delivered on time

o Ensure integrity of data entered into the system.

o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers

• Customer Relationship Management

o Develop an understanding of the customer’s business & needs

o Identify cross sell/up sell opportunities to aid customer stickiness and retention.

o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

• Information Management

o Co-ordinate with Commercial team and update Customer Pricing Database

o Update Claims Register

o Maintain Customer Master Data

o Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and variation approval

o Create Customer KPI Reports

Quyền lợi được hưởng

We Offer
• A chance to explore your opportunities in one of the world’s fastest growing logistics company. In Damco, we strive to create value for our customers through our global reach and local knowledge. We put our customers first, understand their business, and develop solutions to meet their unique needs by proactively driving improvements and collaborations with our customers.
• The means of developing yourself into a well-rounded professional and the scale and global scope it takes for you to achieve even your most ambitious career goals.
• A great career path, both for generalists and for specialists in a wide array of fields

Cách thức ứng tuyển

Công việc này đã hết hạn ứng tuyển!


Ngành nghề

Kinh doanh / Bán hàng
Vị trí Solutions Customer Service Executive tuyển dụng bởi công ty Damco Vietnam tại Hồ Chí Minh với mức lương Thoả thuận yêu cầu hình thức làm việc Toàn thời gian. Bạn có thể tham khảo thêm các vị trí tuyển dụng Customer Service tại Hồ Chí Minh khác trên kênh tuyển dụng việc làm topcv.

THÔNG TIN TUYỂN DỤNG

Hình thức làm việc: Toàn thời gian
Số lượng cần tuyển: Không giới hạn
Chức vụ: Nhân viên
Yêu cầu kinh nghiệm: Không yêu cầu
Yêu cầu giới tính: Không yêu cầu
Địa điểm làm việc: Hồ Chí Minh

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GIỚI THIỆU CÔNG TY

Company name: Damco Vietnam.

Damco is one of the world's leading third party logistics providers specialising in customised freight forwarding and supply chain solutions. The company has 11,300 employees in over 300 offices across 90 countries and representation in a further 30 countries. In 2012, the company had a net turnover of USD 3,3 billion, managed more than 2,7 million TEU of ocean freight and supply chain management volumes and air freighted more than 210,000 tonnes. Damco is part of Maersk Group.

Address: 4th Floor, Zen Building, 54-56 Nguyen Trai, dist. 1, HCMC


LIÊN HỆ

Trụ sở công ty: Zen Plaza, 54-56 Nguyen Trai, Distric 1, HCMC

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Hotline CSKH: (024) 7107 9799

0862 69 19 29

Skype: topcv_cskh