CEVA Logistics（Customer Service Specialist）
所在地区： 广州
所属行业： 交通/运输/物流
职位类别：
| 全职 | 2024年04月08日 | ||
| 若干 | 面议 | ||
| 苏州 | |||
| 1-2年 | 大专 | ||
| 不限 |
职位描述:
POSITION SUMMARY
The position should ensure full understanding of SOP (most updated), compliance and the operating process of all the clients to guarantee the quality and attitude of customer service.
GENERAL AREA OF RESPONSIBILITY
Communication
Outlook (mail system)
- Ensure all the telexes and emails (including exception reports) relative to you are attended and replied efficiently and professionally within 24 hours per client request or as per stated deadline.
Telephone/Voice Mail/Fax
- Conduct yourself in a professional and exemplary manner when communicating with customers, with due attention to the image of our company.
- Ensure voice mail and faxes are attended and answered at the first opportunity.
- Be responsible to pick up the phones when others in team are not available and take the ownership of any vendor/client inquiry by phone.
PRINCIPAL DUTIES, RESPONSIBILITIES AND EXPECTATIONS
Operational Excellence
Be responsible for the day to day work within the team and ensure the timely and proactive communication with customers and other related parties.
Ensure the daily excellent service provided and the KPI met.
Have a detailed knowledge of each customer requirement and SOP, ensure operation is conducted in accordance with the SOP.
Be able to manage the data input quality in system.
Timely communicate and maintain good relationship with destination client owner.
Proactively work to reduce risk and potential claims.
Ensure proper and timely follow-up in case of irregularities.
Report adequately, regularly and proactively on performance and developments.
Work with customers and vendors to improve our performance and service.
Cooperate with Key Accounts Management (CAM) for customers within their operations.
Have and keep proper knowledge of local market conditions.
Be responsible for preparing and arranging customer visits.
Encourage and ensure excellent communication with other teams in the branch.
Business Development Excellence
Support and drive any process / systems development
Strive to develop relationship to vendors through vendor workshops, vendor visits etc.
Develop all opportunities for value-added service development with clients and vendors
Pursue local business development-notably trucking etc.
Take ownership of local client management and ensure all clients are having well-planned and well-prepared visits and/or material for SGH branch
JOB SPECIFICATIONS FOR SUCCESSFUL PERFORMANCE
ACEDAMIC
- College degree or above with Ocean Freight , Transportation or Logistics background
SKILLS/KNOWLEDGE
- Minimum 1 year working experience in Ocean function in a multi-national freight forwarding company
- Good knowledge of negotiation and Organizing skill
- Excellent communication skill and interpersonal skill
- Better relationship with carriers, customs and the related authorities
- Must be able to read, write, and communicate fluently in both English and Chinese
The position should ensure full understanding of SOP (most updated), compliance and the operating process of all the clients to guarantee the quality and attitude of customer service.
GENERAL AREA OF RESPONSIBILITY
Communication
Outlook (mail system)
- Ensure all the telexes and emails (including exception reports) relative to you are attended and replied efficiently and professionally within 24 hours per client request or as per stated deadline.
Telephone/Voice Mail/Fax
- Conduct yourself in a professional and exemplary manner when communicating with customers, with due attention to the image of our company.
- Ensure voice mail and faxes are attended and answered at the first opportunity.
- Be responsible to pick up the phones when others in team are not available and take the ownership of any vendor/client inquiry by phone.
PRINCIPAL DUTIES, RESPONSIBILITIES AND EXPECTATIONS
Operational Excellence
Be responsible for the day to day work within the team and ensure the timely and proactive communication with customers and other related parties.
Ensure the daily excellent service provided and the KPI met.
Have a detailed knowledge of each customer requirement and SOP, ensure operation is conducted in accordance with the SOP.
Be able to manage the data input quality in system.
Timely communicate and maintain good relationship with destination client owner.
Proactively work to reduce risk and potential claims.
Ensure proper and timely follow-up in case of irregularities.
Report adequately, regularly and proactively on performance and developments.
Work with customers and vendors to improve our performance and service.
Cooperate with Key Accounts Management (CAM) for customers within their operations.
Have and keep proper knowledge of local market conditions.
Be responsible for preparing and arranging customer visits.
Encourage and ensure excellent communication with other teams in the branch.
Business Development Excellence
Support and drive any process / systems development
Strive to develop relationship to vendors through vendor workshops, vendor visits etc.
Develop all opportunities for value-added service development with clients and vendors
Pursue local business development-notably trucking etc.
Take ownership of local client management and ensure all clients are having well-planned and well-prepared visits and/or material for SGH branch
JOB SPECIFICATIONS FOR SUCCESSFUL PERFORMANCE
ACEDAMIC
- College degree or above with Ocean Freight , Transportation or Logistics background
SKILLS/KNOWLEDGE
- Minimum 1 year working experience in Ocean function in a multi-national freight forwarding company
- Good knowledge of negotiation and Organizing skill
- Excellent communication skill and interpersonal skill
- Better relationship with carriers, customs and the related authorities
- Must be able to read, write, and communicate fluently in both English and Chinese
