Solutions Customer Service Executive


    Website Damco Vietnam Ltd.


    Key Responsibilities:

    – 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
    – Booking with vendors/ shippers
    – Planning with vendors/ shippers (Vendor coordination)
    – Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to customers.
    – Responsible for cross sell/up sell, customer retention.
    – Follow up on the Outstanding bookings & query resolution
    – Prepares contracts and charge structures in line with the Damco Policy
    – Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on :
    o Service delivery wins
    o Service failures
    – Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
    – Comply to specific customer SOP and monitor respective KPIs
    – Execute reports assigned by Assistant Manager/Manager

    Position Specifications/Requirements:

    – Operational knowledge & Customer Service Experience
    o At least 6 months’ experience in a large Operations / Customer service teams
    o Working knowledge of FACT, MODS
    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
    – Forwarding Products including VAS, Insurance, etc.
    – Trade Lane Management process, including procurement process, allocation management process, Preferred Carriers , and Carrier charge structure
    – Communication Skills- Excellent communication skills and the ability to communicate confidently
    – Drive for Results
    o Passion to drive closures & high level customer service orientation
    o Well organized when working under pressure
    o Team player – Works together with others in the business unit to achieve results, fosters teamwork

    To apply for this job email your details to [email protected]