Customer Service Executive - Singapore - CVISTA HR CONSULTING PTE. LTD.
Description
Responsibilities:
- Supervise the Customer Service Assistants (CSA) in the handling of daily customer orders and requests.
- Coach the CSAs' in operating procedures and customers' requirements and qualify them in processing customers' orders
- Provide onthejob trainings to CSAs and ensure their competency in carrying out their job duties.
- Supervise and ensure that order processing of customer's receipt and issue orders are promptly and accurately performed by the staff.
- Ensure that all relevant transactional records for customer's orders and warehouse receipts and issues are filed accordingly.
- Maintain good rapport with customers to understand their requirements and response to enquiries and service issues highlighted by the customers.
- Escalate critical issues to the Asst. Manager, quality and staff discipline.
- Make recommendations to improve work processes and service levels.
- Ensure that the customer products shelflife and stopship dates are managed and updated accurately and timely from time to time.
- Backup Asst. Manager on Monitoring the AED compliance on permit declaration during his/her absence.
- Complete any special project or tasks as assigned by Asst. Manager.
- Adhere to warehouse safety and security measures at all times.
- Prepare customers' KPI reports (submission before 5th of the month)
- Back up AM to maintain store inventories & stocks replenishment of packaging material (eProcurement) or local transportation billing reports etc.
- Back up AM to respond to Customer Feedback Request (CFR) for root cause analyse and to implement the corrective or preventive actions (CAR)
- Month CS meeting (customer)
- Generating the Zoutlog report at 4 p.m daily, publish the Zoutlog dashboard. Chair the Monday, Wednesday and Friday Cadence call 1000 hrs. (feedback Operation issues)
- Attend S.E.A call on 3rd and 4th week on the month.
- Attend and Chair India Shipmax call 3rd and 4th week on the month
- Monday and Thursday. Call may activate anytime when it's required by the customer (especially month end)
- Review of LC performance:
- Reduce the LC discrepancy and improve LC leadtime improvement (SLA 2 calendar day)
- Prepare Dangerous Goods Declaration/ IMDG
- Attend other "Adhoc" tasks etc.
Requirement:
-
Experience in LC/ Dangerous Goods/ Shipping Booking:
- At least 2 years customer service working experience in logistics industry
- Independent
- Good team player
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