Solutions Customer Service

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Job Descriptions

  • Focus on the key Customer Service Drivers
    • Easy to Business with;
    • Timely Delivery of Documents;
    • Pro-Active Notification;
    • Exception Management ;
    • Efficient claim handling
  • Booking with vendors/ shippers
  • Planning with vendors/ shippers (Vendor coordination)
  • Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to
  • Responsible for cross sell/up sell, customer retention.
  • Follow up on the Outstanding bookings & query resolution
  • Prepares contracts and charge structures in line with the Damco Policy
  • 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 KAMs/ Commercial team to establish and strengthen customer relationships.
  • Comply to specific customer SOP and monitor respective KPIs
  • Execute reports assigned by Assistant Manager/Manager

Job Requirements

  • Operational knowledge & Customer Service Experience
    • At least 6 months’ experience in a large Operations / Customer service teams
    • Working knowledge of FACT, MODS
    • Familiarity with Damco Policies and Processes relating to the following is preferred
      • Customer Service Quality Standards, Quotation Standards and Pricing Policy
      • Processes relating to credit approval process, invoicing / dunning
      • Forwarding Products including VAS, Insurance, etc.
      • Trade Lane Management process, including procurement process, allocation management process, Preferred Carriers , and Carrier charge structure
  • Communication Skills- Excellent communication skills and the ability to communicate confidently
  • 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
  • Kindly note in the post that we just receive CVs in English and only successful candidates would be contacted for the next round.

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