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4PL Customer Service Executive (PRISM Supply Chain Asia Sdn Bhd)

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About this role

As part of the Regional Control Tower team, this role will lead a High-tech account, working with other

stakeholders in the APAC + IMA region to ensure customers’ requests and requirements are met, troubleshoot operational

difficulties, and provide innovative solutions to improve future performance.


What you will be doing

Monitor Customer activités

  • Consistently monitor emails and respond in a timely and professional manner to the Customer and Bollore network to

    • provide full visibility to the customer

  • Utilize a track and trace system to monitor customer customers
  • Lead periodic conference calls to review new changes/changes/implementations of performance review, standard

    • operating/transportation plans, dashboards, and reports.

  • Proactively monitor and alert internal the network point of contact and the customer in the event of any service

    • deviations from the standard transportation mapping.

  • Collaborate with internal stakeholders to troubleshoot issues in a swift and timely manner

    • Business Review Support

  • Work closely with the RCT Manager in supporting business review materials on a periodic basis (monthly &

    • quarterly).

  • Present analysis of contractual transportation service performance and identify common / recurrence service issues

    • with analysis and a structured improvement plan.

  • Regular engagement with the customer to propose improvement processes and action plans.

    • Claims Management

  • Provide consolidated views of the customer’s claims (complaints) and facilitate action plans on recurrent issues.
  • Ensure internal stakeholders communicate with customers on constructive solutions and corrective actions as per the

    • customer’s requests and agreement.

    Back-up/Rush Solution

  • Proactively source for alternative solutions and execute with mutual agreement with the customer.
  • Identify, evaluate, and adequately define any potential risks to mitigate any severe delays, deviations, or financial loss

    • to the customer.

    Alert Management

  • Proactive communication to the customer of all potential and current impacts for their related shipment activities and

    • sharing market updates specific to events that occur in the country/region.

    Specific Activities

  • Carrying out any other request made by their manager.

    • The successful candidate

    Essential

  • At least a bachelor’s degree in Business, Logistics & Supply Chain, or a related field of study
  • At least 5 years’ experience in customer support on key accounts / international freight forwarding contract operations

    • management

  • Excellent knowledge of freight forwarding in air, sea, customs brokerage, and processes
  • Good command of Microsoft Office tools (Excel, PowerPoint)
  • Customer-centric mindset

    • Desirable

  • Positive attitude with a service improvement mindset
  • Meticulous and ability to organize & prioritize to follow through tasks till objective being achieved
  • Ability to work independently in a fast-paced environment

    • You will enjoy:

    • Dental
    • Medical
    • Parking
    • Birthday Leave
    • Festival Leave
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    Bolloré Bolloré
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    Jenis kontrak
    Full Time
    Lokasi
    Tanggal posting
    6 Desember, 2022