Senior Customer Service

6 days ago

Batu Kawan, Penang, Malaysia Cavalier Capital Holdings Sdn Bhd Full time

(A) JOB DUTIES & RESPONSIBILITIES

  1. Responsible to deliver the role of "one-stop" customer service provider

· Offering customer service elements that are specific to logistics operations including fulfillment, speed, quality and cost.

· Resolving customer's enquiries with accurate clarification.

· Liaise, coordinate and follow up closely with all related departments to ensure customers' expectation are met and all customers' requests are completed agreed.

  1. Collaboration with customers

· Works with clients who have complaints, orders or require information about products/ services purchased.

· Provide solutions to individualized situations and priotize the customer's needs.

· Update customers on the schedule as arranged and keep customers' updated on the progress of their both inbound and outbound shipments.

· Build positive relationship with customer for customer retention and growth of business.

· Resolve service issues by clarifying customer complaints, determining the cause of the problem and provide the best solution to resolve the issues.

  1. Logistics Operations

· Evaluate and select reliable services provider. Monitor the performance and address any issues to ensure timely and efficient for all shipments.

· Coordinate the entire logistics operations including process customer order, issuing invoice, custom clearance, transportation arrangement, warehousing / receiving of goods and delivery to customers.

· Collect and analyze service issue and carrier quality information and develop clear and concise report included cost saving proposal.

· Monitor incoming & outgoing shipments in a timely manner, including freight forwarding functions such as booking, issuing Delivery Orders, etc. Checking and confirming order status on pick-up and deliveries. -

· Analyze freight bills for customer specific required information.

  1. Reporting

· Liaising with customer & functional departments on delivery and generate reports.

· Adhere to escalation procedures and produce situation corrective action.

  1. Training & Supervision

· Manage, coach, train & supervise junior level to ensure compliance to company's SOP.

  1. Any job assigned from the superior from time to time.

(C) KEY REQUIREMENTS & COMPETENCIES

1.     Education Level:

· Possess at least Diploma, Degree or any other equivalent qualification.

2.     Working Experience

· Minimum 5 years of progressive customer service or marketing experience

3.     Special Knowledge / Skill

· Knowledge for Microsoft office

· Good communication & negotiation skill

· Ability to work effectively to tight datelines with minimum supervision.

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