Job Description

Purpose of Position
To execute import documentation in an efficient and effective manner and provide accurate information and assistance to customers in resolutions of service complaints or delivery problems in achieving customers’ satisfaction.

Key Tasks

• Attend to all customers’ inquiries via telephone or email and to respond timely and accurately to their queries.
• Recognize customers’ problems and resolve them to achieve customers’ satisfaction. Engage helps from other sections if necessary to resolve the problems.
• Handle customers’ complaints, claims, disputes cases and feedback to supervisors or managers for corrective action. Ensure proper documentation is present for efficient follow up.
• Ensure maximum sensitivity and responsiveness on follow up of shipment orders, status & details to customers’ need and requirements.
• Send pre-advise to customers and advise them of any freight revisions, if any, so that necessary arrangements could be made.
• Create and maintain a cordial business relationship with customers, warehouse and sales staff through regular feedback sessions and communication.
• Handle triangle or cross-trade shipments smoothly and pass to Operation Service staff for billing once the job has done.
• Understanding of customer IOP is needed and feedback if IOP is not clear to align with parties involve
• Prepare air freight quotation for COD customer.
• Follow up payment for COD customer prior to release shipment to customer.
• Ensure shipment costs are updated correctly under CW1.
• Update warehousing pending list promptly.
• Maintain and house-keeping of customer listing (WI) in the share drive.
• Highlight or update any irregularities and shipment issues to Supervisor or Manager for corrective action or attention
• Handle dispute and queries from customers and Panalpina overseas offices on billing matters and resolve them in a timely manner.
• Monitor and update respective M&S personnel on the validity date for all customers’ CSR quotation.
• Coordinate with M&S personnel if CSR rate is not found in M&S SharePoint or auto rating in CW1.
• Issue ticket in incident handling tools to the respective parties causing shipment irregularity &/or dispute.
• Compile customer monthly statistics and reports.
• Prepare ad-hoc rate request by customer
• Perform other duties as assigned.
• Adherence to the Code of Conduct policy of the DSV Group

Competencies
Competencies are the skills, knowledge and on the job abilities required to carry out the job proficiently.

[Competencies – Business ]

• Readiness to provide alternatives and optimized solution to the Customers
• Analyze and identify root cause in problems solving.

[Competencies – Personal)

• Planning & Organizing (Ability to prioritize, plan, assign & control)
• Time management (monitoring performance against deadlines and milestones)
• Team player
• High stress level (Ability to work under pressure and deal with tight dead lines)
• Initiative
• Flexibility
• Good Interpersonal and communication skill

Experience & Education
Experience or education required by the job.
Examples:

• GCE ‘O’ level
• 1 years of experience in Freight Forwarding experience
• Educational qualifications can be compensated by working experience
• Fluency in English is mandatory (written and spoken)
• Other languages (written and spoken) is a plus
• Good knowledge of Microsoft® Office Software (Excel®, Word, PowerPoint® and others)