Customer Service- EXPORT / 出口客服操作

Job Description 岗位描述

• Responsible for tackle the enquiries received from customers and give timely solutions / suggestions to customer enquiries. Receive, coordinate, and process all sales orders based on the customer’s requests (with accuracy and speed).

  解答客户的业务咨询，并及时提供意见和建议。准确高效地接收、协调和处理客户订单需求。

• Owns and manages the customer experience of customers. 了解和管理客户的服务体验

• Familiar with procedures / requirements in China 熟悉中国进出口操作流程和要求

• Proactively monitors and manages the end to end shipment process in compliance with all company procedures. Provide status updates to customers and resolve inquiries.

  按照公司的流程持续跟进和管理货物运输过程。为客户提供进度更新和解答相关询问。

• Maintain close contact with the customer to ensure an exceptional customer experience including but not limited to information exchange, detailed customer profiles, pricing/quote inquiries, dispute/claims resolution, product information and requests, invoicing, and resolving complaints.

  与客户保持紧密的沟通，确保为客户提供良好的服务体验，包括但不限于信息交流、定价/报价咨询、争议解决、产品信息/要求、开票和投诉处理。

• Ensure customer master data, account profile information, and customer product information is up to date.

  持续更新客户信息，账户信息，产品信息的更新。

• Ensures services are delivered to the customers as promised and/or that the customers are kept informed of relevant deviations. Get information to notify appropriate sales personnel and customers as necessary of over/short / early/late or other problems related to assigned shipments.

  确保完成客户承诺，如有不一致的地方，务必让客户知晓并说明原因。出现货物运输迟延、提早等问题时，及时告知销售人员和客户。

• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders. Serve as the customer’s advocate by understanding customer requirements/expectations and act as a liaison between the customer and business representatives including credit, supply chain, technical support, product management, and sales.

  当客户遇到问题时，通过团队内部协商讨论，进行有效的问题解决。了解客户的需求/期望，积极做好客户与供应链、技术、产品管理和销售等相关人员的联系

• Build strong relationship with the customers. Understands the customers’ business drivers and leverages them to continuously improve cooperation and process to the mutual benefit of the company and the customers.

  与客户建立良好的联系，了解客户的业务驱动因素，并将这一信息应用到与客户的关系维护中，实现客户与公司的互惠互利。

• Able to build rapport / conversation with prospective customers to ensure appointment booking for sales staff

  潜在的客户维护与开发能力，协助销售人员安排客户拜访

• Ensure accounts are in compliance with corporate credit policies. Manage receivables and past due amounts as required.

  确保账目与公司信贷政策相一致。按照要求管理好应收账款和过期账款。

• Address root causes and seek continuous improvements – constantly look for ways to improve work processes.

  解决根源问题，寻求持续性改进方法，优化工作流程

• Assist the team in realizing goals and standards – share knowledge and best practices.

  积极为团队实现共同目标贡献专业知识和可行办法

• Receive shipping order, confirm details with customer. Prepare/Deliver relevant docs to customs broker and monitor the process. Send relevant documents to customer. Coordinate with Truck Company, carrier, co-loader and customs broker when special/urgent issue occurred. Communicate with overseas agents/client on Export business and collect relevant information, provide to customers/oversea agent.

  接收订单，与客户敲定细节问题。准备相关报关文件并跟踪进行，并传送最新文件给客户。与拖车公司、船公司、货代和报关行协调好紧急事情或突发事情。与海外代理/客户沟通出口业务，并收集相关信息给客户/海外代理。

• Key in the related info to system and confirm all additional charges with client and vendor

  将相关信息录入到系统中，与客户和供应商核实产生的额外费用

• Develop the current customer's potential.

  开发现有客户的潜在需求

• Accept and fulfill the necessary tasks as assigned the team leader

  完成领导安排的其他相关工作

  
  

  Job requirement 岗位要求

• College degree, At least 3 years’ experience in related freight forwarding covering export air and sea freight. Education and experience in shipping/ logistics industry is highly preferred 专科毕业，至少3年以上货代海运和空运出口工作经验，航运/物流院校毕业或具有相关工作经验的应聘者优先考虑。

• Knowledge of all segments such as full container, LCL etc Problem solving skill on operational process Familiar with procedures / requirements in China

  了解整箱和拼箱等业务的操作流程，熟悉中国进出口业务流程和要求

• Customer Service Oriented – outstanding communication and people skills; energetic and enthusiastic; takes initiative to effectively anticipate the needs, handle the issues, and resolve the problems of internal and external customers. Views complains as opportunities; acts as a customer advocate building relationships and long-term mutual benefit. Proactive and customer-oriented.

  具有服务意识——优秀的人际沟通能力，热情，充满活力，积极主动，能够有效预测客户的潜在需求。妥善处理内外部客户的问题，将客户的投诉视为提升自我的机会，积极与客户建立良好的关系，寻求实现长期的互利共赢。

• Performance focused – Well organized, efficient and effective. Proactive self-starter biased to do things before being asked; attention to detail and excellent organization skills; creative insight into problem-solving; able to multi-task, manage time and balance multiple priorities. Able to work with minimal supervision.

  工作有条理，高效，积极主动，做好事前预备工作。注重细节，具有优秀的组织能力，擅长时间管理，能够分清事情的轻重缓急，具备同时处理多个事情的能力。能够为问题解决贡献创造性智慧。有上进心，自觉主动，不需要过多的上级管理。

• Team oriented – actively promote a cooperative / positive team spirit and respect the diverse contributions of teams, partners and networks; create and build value for the company and its stakeholders.

  具有团队意识——拥有团队协作的精神，尊重团队成员的付出，为公司创造价值

• Possess good communication and strong interpersonal skills Proficient in English (oral and written), Fluent in English both written and spoken including the ability to communicate with confidence. 具有较强的沟通和人际关系能力，流利的英文书写和口语能力，具备自信地使用英文进行沟通表达的能力

• PC literate- Strong working knowledge of Microsoft Office applications, specifically Outlook, Word, and Excel. 熟悉电脑操作和办公软件，尤其是outlook，word和Excel.

上班地址：吴淞路