Customer Service Executive-Logistic

JOB PURPOSE

Due to expansion of the business, we are looking for experienced Customer Service Executive who will be expected to proactively manage customer experience through monitoring and managing of the end-to-end transportation process. This individual should ensure that execution is done in compliance with company’s standards so that cargo is delivered as promised to the customer. Customers will be kept informed throughout the process and be updated should there be any change/deviation. Lastly, he/she will continue to develop existing relationships with the customers and further understanding their business needs for future collaboration.

CORE RESPONSIBILITIES

• Be the primary point of contact for the Customers and internal FLS offices.
• Actively build strong relationships with customers and gain knowledge of their business needs
• Ensure smooth execution of the end-to-end process, by working closely with the customer and internal stakeholders.
• Proactively track shipments and notify customers of changes/deviations from the plan, post discussion with sales owner, communicate solutions or mitigating plans for the shipment
• Own of all customer issues and engage relevant stakeholders as needed.
• Manage / improve day to day process interaction with customers by leveraging detailed customer knowledge.
• Monitor booking trends and follow up with customers to maximize volume performance and superior service delivery.
• Be fully responsible for customer satisfaction.
• Ensure timely and accurate submission of all relevant documents.
• Issue import, export documentation and payment receipt
• Ensure collection of all outstanding debts before release shipment
• Actively drive continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Identify, measure, and maintain key performance indicators.