Executive - Customer Service

Department:

Customer Service

Grade: C

Reporting to:

Manager – Sales (SOC)

Direct reports:

None

Job purpose:

·       The primary role of the Executive – Customer Service (SOC) is to effectively handle the front facing end to end activities of the sale and all the relevant interactions/ correspondence with customers/ internal stakeholders relating to booking release, invoicing, status etc.

Main tasks and responsibilities:

Customer Relations:

1. Booking co-ordination with the customer for booking and booking related queries.

2. Co-ordination with customers & operation team and follow up with them until the containers is loaded & discharge at destination.

3. Haz, Flexi, Special cargo (OOG) approval follow up with the Dg desk with all slot operators.

4.  Co-ordination with customers and Ops Team for issuing forms and for after cut-off Via permission & all terminal related queries and discrepancy.

5. Providing information to customers relating to vessels update.

6. Preparing Partner & DF customers Balance to load (BTL) allocation.

7. Preparing Cargo Booking Forecast (CBF) as per partner format.

8. Preparing rate sheet & update to pricing department for filing slot rate.

Dispute coordination, follow up on and closure

·       Timely action and escalation of complaints, potential issues related to late gate-in, trans-shipment delays, invoicing errors to concerned Stakeholders.

·       Constant and urgent follow up with concerned internal/ external Parties to ensure timely and accurate info relayed back to Customer.

Key interactions (Internal | External):

External: Customers | Surveyors | Empty Depot.

Internal:  India Management | Operations | Sales | Finance Management | Agency Offices.

Education requirements:

Language requirements:

Bachelor’s Degree or qualified professional.

Good command of spoken and written English.

Background and experience:

Competencies and skills:                        

·       Minimum 2 years’ experience in the Container Shipping industry.

·       Export shipping Processes and Documentation working knowledge                            is a must.

·       MS Office Applications especially Excel.

·       Excellent communication, written and verbal.

·       Pleasant, patient listening skills.

·       Team Player, strong interpersonal skills.

·       Customer Orientated.

·       Attention to detail, error free working.

·       Work well under pressure in a fast-paced and professional environment.

·       Flexible, willing approach to adjust to new Systems/ Processes, when applicable.

AUTHORISATION

Reporting manager:

Date:

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HR:

Date:

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