Roadfreight Customer Service Executive
3 weeks ago
Job Title: Customer Service Executive - RoadFreight
Responsible to: Customer Service Manager and/or approved designate
Work Pattern: Monday - Friday, 10:00 - 18:00 (30 min unpaid break)
JOB SUMMARY
Ensure timely and accurate movement of freight and information, while providing exceptional customer service to internal and external Customers within the RoadFreight Department.
MAIN DUTIES AND RESPONSIBILITIES
Weekly completion and sending of KPI Reports
Ensure shippers commercial invoices have the required customs information
Monitor weekly PODs outstanding
Submit clearances with 3rd Party Brokers
Analysis of new customer and at-risk-customers based on performance
Maintaining log of customer claims
Handle customer calls and deal with customer queries
Track & Trace of inbound shipments
Informing customer of transit times
Provide solutions and initiative and understand customers need to improve customer experience
Ensure high customer satisfaction level to retain customers
Manage daily complaints and ensure timely resolution
Maintain good and appropriate records on customer management system
Handle and assist escalated cases until customer is satisfied
Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated
Ensure proper implementation of Company procedures and policies, new services, products and systems
Work with all other RoadFreight departments to ensure smooth flow of deliveries
Ensure immediate response for customers to enhance their customer service experience and strengthen their loyalty
Analyse and resolve the claims and compensation cases
Ad hoc task may also be required
KEY SKILLS
Organisational and commercial awareness
Team player
Flexible and adaptable
**REQUIREMENTS**:
An understanding of Customer Services
Proficiency in Excel and Word required
An understanding of RoadFreight Logistics
Additional Requirements:
1. In addition to the duties and responsibilities listed, the postholder may be required to perform other duties assigned by the Company from time to time. Subject to adequate experience and/or training.
2. To participate in the annual performance appraisal and objective setting scheme.
3. To work in accordance with all company policies including Health and Safety, Employment, Staff, Quality and Environmental.
4. It is important that during the employment with the Company and any time thereafter, that any information relating to the affairs of the Company is treated with the highest level of confidentiality.
IND1
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