SCM Customer Experience Agent 253 views

JOB DESCRIPTIONS

• Focus on the key Customer Service Drivers: Easy to Business with; Pro-Active Notification; Exception  Management; Efficient claim handling. 
• Query Resolution with shippers/Customers/Program Managers, timely resolution and response to  customers. 
• Responsible for cross sell/up sell, customer retention. 
• Record and report the performance of the designated set of Solutions Customers that help provide  suitable recommendations on: Service delivery wins + Service failures. 
• Work with the Program Managers/ Commercial team to establish and strengthen customer  relationships. 
• Comply with specific customer SOP and monitor respective KPIs. 
• Receive Bookings from Vendors/Shippers; do shipment planning; submit bookings to Carriers/ Co loaders; release bookings to Vendors/Shippers and coordinate with related parties to make sure cargo  can be shipped smoothly. 
• Monitor performance of Stakeholder parties (internal teams/ Vendors/Shippers/ Carriers/ Truckers, …) 
• Work with related team to maintain local charge in system timely and correctly to ensure a smooth  Invoicing process. 
• Roll-out projects from both internal and external parties. 
• Resolve ad-hoc issues & provide solutions to Customers. 
• Have initiatives to improve process/ enhance customer satisfaction. 
• Execute reports assigned by Assistant Manager/Manager.

REQUIREMENTS

• Freshers are welcome from relevant majors (Logistics/Supply Chain, Economic, Business…). 1-3 years of experience in a large Operations / Customer service team in the Logistics sector is a plus. Excellent communication skills and the ability to communicate confidently. 
• Passion to drive closures & high-level customer service orientation. 
• Well organized when working under pressure & teamwork spirits. 
• Excellent customer service skills/experiences.  
• Result-oriented self-starter with initiative and strong drive.  
• Stakeholders management skill, positive and proactive attitude.  
• Good command of both oral and written English. 
• Good at MS Office, especially in MS Excel. 
• Time management and Problem-solving skills. 
• Details & Customer oriented and continuous Improvement mindset.