Learning opportunity

• Change management
• Problem solving skills
• Shipping Knowledge
• Chemical Cargo/ MMA knowledge
• Communication Skills
• Process Excellence Knowledge
• Interpersonal Skill
• Commercial skill

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

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.
• Facilitate customer on E-Commerce.

3. Customer Care

• Build up good relationship with customer and prioritize different customer by offering tailor-made service.
• Understand customer’s business and needs / requirements through close communication with both sales and customer, consistently improve cooperation and process to mutual benefit for customer and company
• 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.
• Handle customer complaints and claims promptly and sensitively in accordance with company policy.
• 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

• Proactively express thoughts and ideas on personal training and development to Manager, which will enable you to perform better in you 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.

Attitude for Excellence:

• Strong ownership with result orientation
• Proactively find solution rather than challenge only
• Positively handle various changes, meanwhile, try to optimize the as-is process with PEX thinking and customer oriented