海运客服

Executive, Ocean Freight
Job Description
- Ensure smooth performance daily processing of export and billing transactions. Manage customers queries.
- Ensure customers bookings, queries, complaints are addressed in a timely manner with appropriate solutions.
- Serve as first escalation point for operation for service issues.
- Build and maintain relationship with customers to fulfil requirements and upkeep customers KPIs.
- Escalate unresolved issues that require managerial attention.
- Coordinate with agents, carriers, vendors, overseas offices, COE and customers to ensure smooth transactions.
- Execute WBs, shipment consolidation and ensure on time cargo uplift.
- Responsible for day to day processing such as permit declaration, collection based on customers request.
- Scheduled visits and service calls to allocated clients where appropriate.
- Support productivity enhancements for Ocean Freight Operations.
- Actively engages in freight system digitalization initiatives throughout the network.
- Ensure all shipping processes have timely closure i.e. from receiving of request, invoicing, etc.
- Ensure all freight cost, details and processes are kept up to date in Cargowise.
- Ensure all freight documents, including billing invoice and pre-alert, reaches the customer in a timely manner.
- Ensure monthly performance reports such as transit time, urgent shipment and damage report are generated.
- Ensure company policies & procedures, confidentiality, legal and ethical guidelines, such as Delegation of Authority are clearly communicated and adhered to.
- Coach and guide junior team members to ensure alignment and development.
- Observe and abide by the TVS-QIMP-01.6 Roles, Responsibilities and Authorities outline in the QEHS Manual.
Job Requirements
- A minimum college diploma in Logistics, Supply Chain Management, or the equivalent.
- A minimum 3 to 5 years’ experience in Logistics & Freight Forwarding industry.
- Good knowledge of Import & Export Document Administration. Working knowledge of International Trade Legislation Compliance.
- Good Customer Management. Strong knowledge of Freight Management
Systems including Cargowise, local customs & trade portals.
- Strong Service Orientation, Good Change Management, Good Digital Literacy and Analytical Skills.
- Good Attitude & Initiative, Strong Problem Solving, Good Communication.
- Good working relationships with customers, shipping lines & agents.