Customer Service Executive

2 months ago


Singapur, Singapore Bollore Logistics Asia Pacific Full time

About the role

The incumbent will be part of a larger team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.

What you will be doing

  • Answer all incoming calls promptly and politely
  • Respond to customer enquiries promptly
  • Basic knowledge on cargo commodity as per IATA rules and regulations
  • Handle all air export shipment interface with multiple parties (internal and external customer/stakeholders) on shipment requirements
  • Booking of flights with planning team
  • Check on AWB/HAWB and all other necessary shipping documents and feedback to customer and overseas agent if any discrepancy/non-compliance issue
  • Ensure all data are updated correctly in system
  • Liaise with overseas agents on various requirements and rates
  • Obtain rate approval from customer before shipment departs
  • Provide flight details and feedback to customer on freight status timely
  • To ensure AED compliance and job file closures within KPI
  • Monitor shipment uplift and transit to ensure timely arrival/delivery to consignee, as well as updating shipment delays to shipper and destination stations whenever occurs
  • Good understanding of customer’s SOP and shipment handling requirement by ensuring compliance prior to shipping, with customer satisfaction
  • Monitor progress to achieve month end targets / annual objectives and KPI
  • Supporting others on shipment execution when necessary
  • Manage claims query, follow up with internal stake holders and vendors, and update customer
  • Provide airfreight quotations upon application
  • Take charge of Supplier’s invoice disputes
  • Timely escalation of issues / concerns that requires broader attention and resolution
  • Take on all other ad-hoc tasks delegated by Supervisor/Manager

Requirements

The successful candidate

  • Minimum GCE ‘O’ levels with 1-2 years customer service-related experience. Experience in freight-forwarding(airfreight) is advantageous.
  • Possess excellent communication and interpersonal skills
  • Good written and spoken English
  • Able to work over-time when required


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