Essential Duties:
Maintain existing customer base through effective customer service skills.
- Responsible for liaising with both internal & external customers, suppliers and Agents regarding Freight shipments/bookings.
- Handle customers through various channels - incoming phone calls, email, Wechat, Whatapps, walk-in
- Identify customer needs and ensure clear communication to related internal departments
- Sourcing rate from vendor/supplier/carrier
- Work out the quotation and sourcing cost from vendor based on customers' requirements or shipment incoterms
- Prepare respective documents for internal need. To create new customer profile by requesting documents from customer such as SSM and audited finance report.
- Ensure sanction checked by HR and print out all the relevant documents to seek for top management approval before email for MDM creation
- Ensure all the related documents/information is appropriate to initiate the shipment and carry out logistics work such as POL, POD, hs code, commercial invoice, packing list, Form E/COO, cargo weight, cargo dimension, custom restriction (permit/duty or SST), bill of lading, air way bill, photo of the cargo and etc.
- Communicate with sales and/or customers to identifying most suitable transport and the acceptance of the quotation
- Carry out logistics work:
- Submit shipping instruction to carrier
- Prepare LOI/LOA to carrier on behalf of customer
- Prepare ROT for haulage arrangement
- Prepare DO for trucking arrangement
- Prepare house BL
- Submit K4 manifest (import)
- Send pre alert to respective agent
- Tracking and communicating shipment status with POL agent, follow up with carrier for NOA & invoice for EDO releasing
- Request invoice from vendor/carrier in order to proceed payment for cargo releasing purposes
- Co-ordinate with warehouse, inventory and haulage for incoming and deliveries
- Prepare customer invoice and update internal system for COST & REVENUE
- Managing custom clearance procedures such as
- Follow up CIDB approval
- CIDB physical inspection
- Clarification on import/export restruction base on HS code & catalog provided
- Monitor and checking shipment delivered on time with providing POB from vendor to client
- Resolving issues including discrepancies and delayed departure/arrivals, custom release
- Send SOA and monitor payment settlement
- Handle customers' complaints timely, take lead with related internal departments to ensure on time closure/update of complaints
- Submit reports which require by top management.
- Other ad hoc duties assigned.
- Familiar with Northport & Westport system.
Requirements
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritise, and manage time effectively
- Ability to work independently & to carry out assignments to completion within parameters of instructions given & standard accepted practices.
Job Type: Full-time
Pay: RM3,000.00 - RM4,500.00 per month
Schedule:
- Monday to Friday
Experience:
- Customer Service (Import/Export): 2 years (Preferred)
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