Customer Solutions Executive, Ocean Import

3 weeks ago

Singapore RHENUS LOGISTICS PTE. LTD. Full time
Roles & Responsibilities

The Customer Solutions Executive, Ocean Freight is responsible for the coordination and organisation of Ocean Freight operations within the Rhenus Logistics office in Singapore. He/She will handle different types of shipments: FCL, LCL, Consol, etc. and assist customer with shipping requirements in terms of import/export/ transit formalities.

Responsibilities:

Customer's Contact Point and Escalation

  • Ensuring no mistakes and/or misunderstandings during verification of HB/L before releasing cargo under different types of bill of ladings
  • Strict maintenance of on-time KPI
  • Proactively explain procedures to customers in case of questions
  • Quick solution finding in case of escalations
  • Ensuring no delay of customs application with regards to physical submission to customs offices and/or online procedures
  • Adherence of KPIs for customs and pre/on-carriage procedures

Customer Service

  • Assisting customer(s) during booking stage
  • Monitoring and completing performance/KPI reports to customers' requirements of own-controlled business
  • Act as the contact point between customers and other sub-contractors during shipment handlings
  • Ensuring the validity of quotations before handling shipments and coordinating with the respective Sales/Sales Coordinator if rate extension is required
  • Updating shipment status on customers' requirements
  • Responsible for cross-trade shipment, ensuring smooth communication, instructions and billings among Origin office, Destination office and customers
  • Providing high quality service and monitoring status from Origin office to Destination office

KPI Adherence in Operational System

  • Constant monitoring while ensuring that milestones/status codes are set up accurately
  • Meeting of timeframe KPIs for adding new contacts in operational system
  • Finance-related document creation such as Accounts Receivable and Accounts Payable
  • 'On time' job closing in operational system

Documentation Management

  • Strict meeting of on-time receipt of correct and sufficient documents
  • Archiving of documentation into job file before vessel arrival
  • Avoiding of postponed shipments due to lack of documents
  • Meeting of KPIs for documentation collection, completion, and submission
  • Monitoring payment to creditors and late payment received from debtors without notification and clear reasons from Accounting. Check and evaluate invoices in terms of accuracy.
  • Managing relevant documentation for filing, eg. different types of Bill of Lading and ensuring mandatory documentation in respective files
  • Ensuring smooth correlation with interrelating departments, such as trucking, customs brokerage, etc.

Requirements:

  • Knowledge of local and international freight services and customs policies
  • Familiar with industry standard programs and able to operate standard systems relevant to the position
  • Excellent communication skills in English, both verbal and written
  • Possess a strong customer service mindset
  • Analytical and data-driven
  • Ability to quickly understand processes
  • Independent self-starter, well-organised, detail-oriented and ability to multi-task with excellent time management skills
  • Good team player
  • Possess a professional working attitude
  • Proficient with MS Office applications
Tell employers what skills you have

Customer Retention
Excellent Communication Skills
Archiving
Stress
High Availability
Program Management
Freight
Trucking
Customer Satisfaction
Telephone Skills

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