Purpose of Position
The primary purposes of this role are:
- To perform a highly professional and motivated Customer Service and responsible to provide a customer focused approach in all aspects of Import and Export shipments.
- To ensure Customer Satisfaction on all services rendered, matching or exceeding Service Performance Target(s) defined.
- To continuously seek and address areas of potential improvement and optimization work processes.
Key Tasks
- Liaise with Daily Operation, Warehouse and Overseas stations on day to day customer requirements.
- Maintain regular contact with customer and respond promptly to enquires and ensure that all requirements and needs are met
- Create & maintain positive environment that promotes positive 2-ways communication & foster teamwork within the section
- Identify root cause on service issues and timely address them to relevant functions
- Ensure data availability to perform required Customer KPI report analysis
- Maintain accountability and accuracy for meeting the deadlines for customer KPI reporting
- Monitor customer shipment on daily/weekly basis; depend on the customer business model
- Address data quality and/or quantity issue to relevant operational issues
- Ensure proper execution of agreed services sold and continuously monitoring internal operations as per service performance KPIs defined.
- Seek, promote, and initiate continuous improvement opportunities.
- Back-up for team members as necessary on Operation
- Promote, present, and adhere to DSV’s professionalism and policies at all times.
- Attend to queries from customs, customers and DSV overseas offices relating to Export procedures, declaration and other specific requirements.
- Any other job-related tasks as assigned by the superior.
- Adherence to the Code of Conduct policy of the DSV Group
Customer Relationship
- Act as a key contact point for customer inquiries and ensure customer satisfaction and sustainable business relationship.
- Participate in regular Performance Review Meeting as required.
- Act as main interface between Internal teams and Customers
Competencies
- Strong communication and networking skills
- Organization skills including prioritizing, planning, assigning and controlling objectives
- High ability to define problems, analyze facts and determine valid solutions to resolve the issues
- Ability to focus on customer service as a core value, increasing operational efficiencies and setting and monitoring high standard of quality
- Decision making abilities
- Result Oriented and Customer focused
- Good inter-personal skills with positive mindset
- High integrity
- Target Driven
- Flexible & Dynamic to Change
- Microsoft Office
