Job Description
- Care for cargo - Check Station Metrics Widget; Check LCM (Life Cycle Monitor) – ensure On-time performance against customer promise.
- Accepts all booking orders (from customer or overseas office) and processes them for handover to Operations.
- Acts as key contact for allocated customers – Own the customer, quality, gross profit.
- Stays informed on shipment and exception status for allocated customers.
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
- Handles customer enquiries.
- Builds partnership and respond promptly - Takes and handles any customer complaints/feedback; solves customer complaints or assigns tasks to other functions
- Participates in joint Sales visits if necessary.
- Offer innovative solutions through upselling
- Passes on leads to Sales.
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete, where applicable.
- Collaborates closely with Export Operations, Freight planning team and other departments for smooth handling of shipments and continuous updates.
- Escalates issues, if required.
Requirements
- Diploma/ Degree with 1-3 years of relevant experience
- Knowledge in freight forwarding/ logistics industry preferred
