Job description :
Communications with customer being the front line of the company.
Act as focal point of contact for the customers assigned to you and to be fully responsible for their satisfaction.
Offer excel level of service to the customers with the aim of achieving long term business retention.
Working closely with our Global Service Center.
Administer back-office functions of the Customer Service department.
Pro-actively solve & prevent any issues may affect service delivery.
Execute assigned tasks and all other necessary systems update correctly and timely.
Understand and be familiar with local KPIs and act in line with set targets.
Monitor agreed service levels and identify root cause when targets are not met.
Work closely with other departments to support the booking, documentation, invoicing and collection processes.
Pre and post-loading reconciliation, aiming to minimize downfalls to the minimum extent, maximizing utilization of vessels and ensuring all intended containers are on the loading plan and avoid loading containers with no Shipping instructions; then plan booking containers not loaded on next vessels.
Proactive notify customers if there are action(s) required to get the containers ready for load and inform them in case change of loading vessels, voyages & dates.
Attend to and communicate effectively on requirements and policies and thereby coordinate with all the relevant parties to ensure a smooth booking, documentation and invoices.