CUSTOMER SERVICE EXECUTIVE - PULAU INDAH WESTPORT

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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)

7. 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.

Job Type: Permanent

Pay: RM2,500.00 - RM3,200.00 per month

Benefits:

• Cell phone reimbursement
• Free parking
• Meal provided

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus
• Yearly bonus

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• Customer service: 2 years (Required)