Operations

General Responsibilities 主要工作职责

• To provide excellent service to customer at all times
• To take charge manage and be accountable for daily operations and ensure their compliance within area guidelines and company’s policies and procedures
• To ensure high productivity and good quality on customer service and manage the team
• To act as facilitator for the review of existing accounts and operational processes in order to identify & recommend opportunities for improvement and business optimization

Detailed Responsibilities 具体工作职责

• Handle customer inquiry via phone, email and face to face meeting
• Communicate with the customer in accordance to existing communication guidelines where applicable
• Execute and fulfill the customer shipment booking on timely and professional manner according to customer requirements and expectation
• Take the full ownership of a customer’s inquiry and solving their problem with a “CAN-DO” attitude
• Proactively react to any kind of irregularity by offering professional knowledge and possible alternative solutions to the customer
• Attentive to details on customer requirements and expectation by careful listening and proactive communication
• Provide accurate, precise and quick answers or information to customer inquiry or concern
• Maintain good knowledge on DSV systems, processes, tools and organization by continuous earning and development
• Execute the shipment / booking by following SOP and quotation
• Receive and process bookings from customers
• Check and verify documents (perform due diligence) to ensure full compliance with DSV internal standards and customer requirements (SOP)
• Inform Head of Ocean Freight of any irregularities or problems that require assistance and to feedback on subcontractors’ standards and service
• Feedback pe-claim details and status to customers
• Incident management – handles customers inquires, complaints, claims follow up, verify credit terms and credit status and coordinate with departments concerned on related issues
• Follow up COD customer outstanding
• To take up additional tasks as assigned
• Back up for other team members when necessary