1. Lead and motivate customer services team - Coach, counsel, and train customer services
team to improve best customer experience and top line revenues, namely:
a) Follow up with customers for bookings and to identify new business opportunities.
b) Handle critical situation which include drafting emails and letters to customers.
c) To resolve routine and non-routine issues or complaints from customers.
d) To jointly work with suppliers and vendors including key carriers to make exceptions and
improve on services to improve customers’ experience.
2. Top Line Growth and Responsibilities through retention and penetration efforts, and business
development with Network Agent Partners and House Accounts.
3. Review and improve business processes and customers’ SOP regularly to make it more
efficient and up to date.
4. Engage (which include visiting) key suppliers and vendors including carriers that they deliver
best in class services to OV Logistics. It also includes identifying and engaging new suppliers,
vendors, and carriers that can provide better rates and services. This include constant updating
of the Vendors Master List for qualified vendors.
5. Visit key Customers (House Accounts) to review service experience and discuss improvement;
at the same time, build relationship and ask for more businesses.
6. Develop new strategic network agents to nominate shipments for OV Logistics.
7. Ensure all customers and suppliers records are filed in the iFMS System and appropriate
folder (in shared server) and kept up to date.
8. Ensuring all Job File opened is duly, completely and correctly key entered into our Freight
Management System.
9. Participate in relevant business project from time to time as assigned by management.
