Position Summary (statements to demonstrate the core purpose of the job )

The core purpose of this role is to provide consistent, high quality customer service for Premier Customers, whose buying is focused around transactional processes . The Premier Customer Service associate will be the first point of contact for the designated set of Premier Customers.
The incumbent is responsible for preparing & sending the quotation to the Customer and as well as processing & confirming the Booking request.

Key Responsibilities
(The key activities the position is required to deliver on in order to achieve the role purpose/ accountabilities of the job holder)

? Focus on the key Customer Service Drivers:
o Easy to Business with;
o Timely Delivery of Documents;
o Pro-Active Notification;
o Exception Management ;
o Efficient claim handling
? Ensure timely resolution and response to customers.
? Responsible for cross sell/up sell, customer retention.
? Follow up on the Outstanding bookings & handle query resolution
? Prepares contracts and charge structures as per the Damco legal standards
? Record and report the performance of the designated set of Premier Customers and that can help provide suitable recommendations on :
o Service delivery wins
o Service failures

Expectations from the Role
(The outcomes that the job holder is expected to drive through fulfilment of the his/her responsibilities)
Prepare & Send timely quotation to the Customer
o Validate & create Customer Records in SCV
o Enter basic information for Shipment into the quotation
o Create Customer tariff
o Provide quotation to the Customer
o Receive feedback from Customer on provided Quotation

Receive & Confirm Booking
o Receive booking from Customer
o Perform Credit limit, sanity & feasibility check on booking
o Register booking details, send timely confirmation & inform shipper about issues if any
o Create export booking file by saving booking in Kewill
o Receive Shipping Instruction from Customer & coordinate with Operations team for HBL/ HAWB

Follow-up & Query Resolution
o Ensure shipping documents are delivered on time
o Dispatch invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers

Customer Relationship Management
o Understand the customer needs
o Use opportunities with customers to cross sell/up sell to aid customer retention.
o Provide data and review Customer Service Performance with Manager &
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

MIS
o Update Customer Pricing Database
o Update Claims Register
o Maintain Customer Master Data

KPI’s (suggested – working group to validate)

? Service delivery – quality & response aligned with agreed client SLAs for:
o Quotation response
o Booking confirmation
o Query resolutions
o Daily Customer updates
? Customer Satisfaction Survey Scores
? Cross-Sell /Up-selling leads generated

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

Operational knowledge & Customer Service Experience
o At least 2 years experience in managing large Operations / Customer service teams with minimum 1 years experience in the Logistics sector with Customer facing experience
o Familiarity with Damco Policies and Processes relating to the following is preferred :
？ Customer Service Quality Standards, Quotation Standards and Pricing Policy
？ Processes relating to credit approval process, invoicing / dunning
o Working knowledge of FACT, MODS

Communication Skills
o Excellent communication skills and the ability to communicate confidently

Drive for Results
o Passion to drive closures
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork