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Customer Services and Operation Specialist

MAERSK GSC · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Customer Service
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

  • Primary point of contact for stakeholders for daily operations activities.
  • Execute, manage and monitor the end-to-end shipment process from booking to documentation on behalf of customer supply chain operation department.
  • Orchestrator the overall flow of an end-to-end shipment.
  • Provide value creation to the customers through effective business solutions by having good business knowledge, process understanding and customer-centric approach.
  • Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.
  • Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins and/or Service failures, providing insights and recommendations for enhancing operational efficiency.
  • Responsible for cross sell/up sell, customer retention.
  • Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
  • Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
  • Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
  • Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
  • Work with the Key Client Managers / Commercial team to establish and strengthen customer relationship.
  • Comply with specific customer SOP and monitor respective Key Performance Indicator/s.
  • Execute reports or other tasks assigned by Team Leader/Manager.

Summary of facts from the official posting. View original ↗

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