Customer Service Executive

5 hours ago

Klang, Malaysia Swift Haulage Berhad Full time

FORECAST VOLUME - To finalise daily, weekly and monthly forecast volume for their customers - To finalise forecast with management during Festive season (CNY, Hari Raya) based on haulage capacity. PRE-PLANNING DELIVERY - To ensure submitted pre-planning are within haulage capacity. - To ensure all re-planning have level of urgency. - Liasing with Planner on pre-planning delivery list. COORDINATION - Coordinate with Haulage Planner on urgency of customer’s deliveries and collections. - Coordinate with Haulage Operation and Haulage Planning on overall customer requirements. - To communicate with Haulage Operations on efficiency of delivery to prevent major setbacks. MONITORING & UPDATING - Ensure actions are taken to prevent delays of delivery and collection. - Monitor critical movement and staging list. - To follow-up on long overdue deliveries with team members or customers. - Monitor on pending collection list and take proper measures to overcome any overdue container. - To liase, coordinate and follow-up closely with all related internal department to ensure customers’s expectation are met and all customer’s requests are complete as agreed. - To investigate on all closing time, additional, demurrage, detention or other extra charges from shipping liner or port. - To prepare and submit daily Planning Summary Report and Backlog Report. RESPONSE TO CUSTOMERS ENQUIRES - Response to all issues related to customers enquiries and complaints - Resolve service issues by clarifying customers complaint, determining the cause of the problem - Ensure all customer claims are resolve in a timely manner - Provide quotation or additional charge to customer where necessary after getting authorization from Head of LSO/ Head of Haulage Operations. CUSTOMER INFORMATION - Establish customer profile with complete information of the modus operandi - To assist Group Customer Service to establish relationship and rapport with customer - Ensure customer Masterfile is updated on timely manner by Group Customer Service personnel - Obtain information of customers forecast container movement - Ensure Group Customer Service completes visitation report after visiting customers on timely manner (Google Doc) CUSTOMER COLLECTION - To liaise with credit control team (Finance) if we have collection issues with your customers. - To check with credit control team if any of your customers have long outstanding dispute so that you can quickly rectify them. - Fortnightly meeting with credit control to resolve issues.
Swift Group, Malaysia’s fastest growing fully integrated logistics provider, is consistently ranked as the top hauliers in Port Klang with the largest market share in terms of twenty-foot equivalent unit (TEU) volume. The Group offers logistics solutions ranging from freight forwarding & shipping; haulage; warehousing; cross border transportation; inland distribution; specialized transportation; project logistics; sales, services & spare parts; and container depot services. We are on the lookout for new energetic talents to be groomed as our future leaders and be part of the winning team. JOIN US NOW
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5

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