泛亚班拿国际运输代理（中国）有限公司（海运客户服务）
所在地区： 上海
所属行业： 交通/运输/物流
职位类别： 客户服务 > 客服专员/助理
| 全职 | 2024年03月11日 | ||
| 若干 | 面议 | ||
| 宁波 | |||
| 1-2年 | 大专 | ||
| 不限 |
职位描述:
Purpose of Position
Processing of Customer Bookings or Orders within the applicable guidelines whilst at all times ensuring total Customer Satisfaction and Operational Excellence through flawless communication and operation.
Tasks
1. To follow up on Arrival Notice and correctly process inbound orders in line with received timeline and orders/guidelines.
2. Prepare arrangement for clearance and delivery.
3. Feedback to Customers and PA overseas stations on executed activities and incurred charges.
Export
1. To follow up on Routing / Shipping Orders and correctly process outbound orders in line with received timeline and orders/guidelines.
2. Execute bookings and delivery/pick-up arrangement.
3. Feedback to Customers and PA overseas stations on executed activities and incurred charges.
General Duties
1. Ensure Customer Satisfaction and Customer retention by providing timely, friendly and excellent Customer Service.
2. Perform all tasks/activities within SOP and quotation from M&S and PA overseas offices.
3. Check and verify correctness of received shipping and clearance documents.
4. Create and forward complete full and clear instruction to Document Processing department and assist when necessary.
5. Ensure correct physical file content before handover to Document Processing.
6. Calculate and register Estimated Gross Profit (EGP).
7. Work within Area guidelines and Company's policies and procedures by accurate use of existing systems.
8. Update relevant internal/external application(s).
9. Act as escalation contact to all Customers when issues arise - regardless whether CS or DP issues.
10. Carry out improvement / changes on procedures and systems as proposed by supervisors.
11. Inform supervisors of any irregularities or problems that require assistance and to feedback on subcontractors' standards and services.
12. Feedback pre-claim details and status to customers.
13. To take up additional tasks as assigned.
14. Back up for other team members when necessary.
Authority to decide
1. Making decisions in view of IMS processes.
2. Taking actions in view of operational excellence.
3. Exception handling ONLY after consulting with Document Processing Supervisor.
Requirements & Skills
Functional requirements
1. Excellent and thorough knowledge of Air/ Sea Export and Air / Sea Import.
2. Operational know-how (Customer Service and Document Processing)
3. Excellent knowledge and understanding of Customer Service requirements and general Documentation guidelines.
4. Comprehensive understanding of PA systems functionality.
5. Proficient in basic IT Tools.
Personality trait
1. System (Internal) focused
2. Able to work in a diverse environment and cultures
3. Communication & Interpersonal skills
Work experience
1. Industry experience (1-3 years)
2. Language skills: Fluent in local language and English.
3. Good interpersonal and communication skills.
4. Ability to communicate effectively, both orally and in writing.
Processing of Customer Bookings or Orders within the applicable guidelines whilst at all times ensuring total Customer Satisfaction and Operational Excellence through flawless communication and operation.
Tasks
1. To follow up on Arrival Notice and correctly process inbound orders in line with received timeline and orders/guidelines.
2. Prepare arrangement for clearance and delivery.
3. Feedback to Customers and PA overseas stations on executed activities and incurred charges.
Export
1. To follow up on Routing / Shipping Orders and correctly process outbound orders in line with received timeline and orders/guidelines.
2. Execute bookings and delivery/pick-up arrangement.
3. Feedback to Customers and PA overseas stations on executed activities and incurred charges.
General Duties
1. Ensure Customer Satisfaction and Customer retention by providing timely, friendly and excellent Customer Service.
2. Perform all tasks/activities within SOP and quotation from M&S and PA overseas offices.
3. Check and verify correctness of received shipping and clearance documents.
4. Create and forward complete full and clear instruction to Document Processing department and assist when necessary.
5. Ensure correct physical file content before handover to Document Processing.
6. Calculate and register Estimated Gross Profit (EGP).
7. Work within Area guidelines and Company's policies and procedures by accurate use of existing systems.
8. Update relevant internal/external application(s).
9. Act as escalation contact to all Customers when issues arise - regardless whether CS or DP issues.
10. Carry out improvement / changes on procedures and systems as proposed by supervisors.
11. Inform supervisors of any irregularities or problems that require assistance and to feedback on subcontractors' standards and services.
12. Feedback pre-claim details and status to customers.
13. To take up additional tasks as assigned.
14. Back up for other team members when necessary.
Authority to decide
1. Making decisions in view of IMS processes.
2. Taking actions in view of operational excellence.
3. Exception handling ONLY after consulting with Document Processing Supervisor.
Requirements & Skills
Functional requirements
1. Excellent and thorough knowledge of Air/ Sea Export and Air / Sea Import.
2. Operational know-how (Customer Service and Document Processing)
3. Excellent knowledge and understanding of Customer Service requirements and general Documentation guidelines.
4. Comprehensive understanding of PA systems functionality.
5. Proficient in basic IT Tools.
Personality trait
1. System (Internal) focused
2. Able to work in a diverse environment and cultures
3. Communication & Interpersonal skills
Work experience
1. Industry experience (1-3 years)
2. Language skills: Fluent in local language and English.
3. Good interpersonal and communication skills.
4. Ability to communicate effectively, both orally and in writing.
