To provide exceptional customer service to both internal / external customers and to achieve department’s objectives for timely freight booking, shipment pick up and related monitoring/coordination.
- Answer all incoming calls promptly and politely.
- Handle all air export shipment bookings via different channels of communication.
- Attend to customers’ enquiries and provide quotes for freight charges via email wherever necessary.
- Ensure all data (required by OPA/Air Lateral) are entered into ETMS timely and accurately.
- Ensure that all Pharmaceutical & Healthcare requirement as per GDP/GDPMDS regulations and directives, as required.
- Provide flight details promptly and give timely feedback to customers on freight status.
- Obtain rates approval from customer & raise F2F / BCR before shipment departs.
- Monitor shipment uplift and transit(s) to ensure timely arrival /delivery to consignee as well as highlight delay / offloading to shippers and destination offices whenever occurs by using Workboard.
- Ensure timely creation & updates for specific customers’ SOPs.
- Good understanding of customers’ profiles and handling requirements to ensure 100% compliance, 100% customer satisfaction all the time.
- Respond to customer complaints and enquiries promptly (sense of urgency) and provide possible suggestions / solutions or assist with recovery actions whenever possible.
- Build good business rapport with both external and internal customers.
- Prepare and submit reports timely whenever required.
- Take on additional tasks delegated by Department Supervisor/ Manager.
