Main Responsibilities

1. Daily Business

• In charge of all issues after sales activities
• Thoroughly understand and comply with policies, procedures, manuals, guidelines, conference rules and regulations.
• Working with GSC team to fulfil customer’s requirement.
• Manage customer’s expectation with skilful communication step
• Participate daily commercial activity
• Pick up IPCC within 30seconds and handle customer’s request with professional service and helpful manner.
• Follow company policy and handle exceptional request from customers, like claim, COD, late gate-in, return shipment, sale lead, re-stuffing, DIT etc.
• Proactively monitor and manage the end to end shipment process to ensure cargo is transported as per transport plan that promised to customer and/or keep customer information for any relevant deviation.
• Provide hyper care service for new on-board customer to dig out more cooperation opportunity.
• Understand our strength and selling points. Positively promote with customer.
• Trade related task completion within timeframe
• Be familiar with Supply Chain Management
• Take fully responsibility for customer satisfaction, customer charter performance, manage all customer facing activities like regular client meetings, telephone calls, and mail correspondence

2. Ownership

• Response to customer calls within 30 seconds.
• Protect company reputation, resource and asset.
• Respond Outlook Messages / Case management / requests etc., latest by end of current working day or within 24 hours in correct manner and with appropriate wordings.
• Timely IPCC log-on/log-out during office open hour. Turn to ready as soon as back to the seat.
• Timely inform customer for the change and new company requirement, to avoid extra cost due to neglect.
• Take ownership to coordinate with other functions proactively to solve the problems instead of waiting and inaction. Keep every involved desk in the same page to ensure efficiency.
• Be alert with possible service failure and ensure all relevant parties are involved to prevent it from happening, especially for emergencies.
• Promote and facilitate e-commerce and drive continuous efficiency gains in a scalable platform

3. Customer Care

• As part of Commercial Intelligence – build and keep strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence
• Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends
• Show empathy and offer alternative solution when saying ‘no’ to customer. Control the risk by considering all situation or expertise consultant and fully communicate with the customer.
• Deliver all your commitments to customer, including but not limited to call back customer by committed deadline.
• Always conduct good communication with both external & internal customers & peers. Leave space to others.
• Inform and pacify client timely and sensitively in case of rolling and pro-actively assist to find best solution to minimize the impact.
• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
• Turn claims into opportunities by handle them extra well and impress your customers.
• Attend to both internal/external visitors courteously and appropriately.
• Ensure that customers feel pleased, trusted and cared for.

4. Team Work

• Evaluate waiver request in line with company policy/ commercial character. Escalate to correct desk with suggested waiver amount in connection with authority matrix.
• Develop and share trade/customer service -specific knowledge and experience with team members especially to new members to increase efficiency for whole team.
• Ensure timely attendance to team meeting and express thoughts and ideas in the appropriate manner.
• Give proper handover to your back-up colleagues at least 1working day prior to leave/ travel. Facilitate backup to understand your customer well and highlight the pending issue and exceptional case.
• Give full support to leave staff and appropriate handover after they return.
• Response all messages for your supported leave staff as self-responsible customer. No reminder is permitted.

5.Other Responsibilities

• To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values
• Proactively express thoughts and ideas on personal training and development to Manager, which will enable you to perform better in your current and future job functions in company.
• Positively attend the training and give constructive feedback to organizer. Work out SMART action plan and carry out by deadline.
• Proactively approach Manager on training and PDP follow-up.
• Always ask if you are in doubt – regardless how senior and experienced you are.
• Follow all HR/FIN policy and guidelines as listed in employee hand book.
• Use LMS as self-learning tool. Finish all assigned courses by due date.
• Be professional and never bring personal emotion to work.
• Attend and organize WIG session and update scoreboard timely.
• Other tasks assigned by manager.

上班地址：青岛市市南区香港中路40号数码港旗舰大厦26楼