Deskripsi pekerjaan
AREAS OF RESPONSIBILITY (Responsibilities and expected outcome)
Main Duties / Key job task in-charged:
1 Main Duties- Lead Customer Operation Support Team to maintain customer key performance indicator (KPI’s)
- Overseeing and assessing customer service staff activities
- Strategizing and monitoring daily activities of customer service operation.
- Assisting customer service staff with duties where required.
- Develop standard procedures and policies for improving the service provided to customers.
- Ensure that customer service team has excellent communication, problem solving and professional phone
- Supervise Customer Profile validation
- Monitor Customer Profile validation in coordination with the Customer Sales Support (CSS) as well as with Management
- Monitor customer order acceptance and its follow up process to International Freight Forwarding Operator (IFFO) for simple shipments
- Deal with complex shipments
- Secure correct implementation of new traffics
- Receive and Monitoring International Freight Forwarding Operator (IFFO) record customer order in the TMS (Transport Management System); validate alignment of the customer order with our offer (quotation, SOP)
- Define the execution plan (routing), considering related constraints (embargoes, Transit Time, requirement…), in coordination with Middle Office Solutions
- Collect requested documents (Commercial Invoice, Packing List, etc.)
- Investigating and solving customer service complaints.
- Assisting with development and implementation of service policies, and explaining these to staff and customers.
- Follow the Customer Order – Provide customer Supply chain visibility
- Daily monitoring of shipments and drive corrective actions according to events
- Be accountable for end-to-end data quality fill in by International Freight Forwarding Operator (IFFO)
- Trouble shoot the entire shipment to anticipate and prevent service failures
- Alert the customer team in pro-active way to track events and propose Backup solutions
- Act as the key contact for the other COSs on any traffic related to their entity
- Inform Front Office team in case of recurrent problems related to Customer Profile
- Propose optimized routes and consolidation
- Understand the service contract and solution proposed to the customer
- Contribute to analyze the customer flows on a regular basis and propose optimization
- Cooperate with the local account manager and supply chain engineers to optimize
- Contribute to improve Partners and Vendor performance
- Assess and give feedback to our partner’s/ vendors performance (Contribute to inform the data assessment)
- Set up or Monitor corrective action plans especially in term of supporting the procurement team in vendor assessment
- Delivery customer Satisfaction
- Reactivity: Use the tools and communication to react to customer requests
- Act as 1st escalation point of contact for the customer
- Identify and record savings (benefits tracking) delivered to the customers.
- Ensure that customer complaints are resolved in a professional manner.
- Transversal communication
- Communicate with operations and sales team
- Provide his/her expertise in transportation management
- Contribute to provide information in term of formulating SOP details by local account manager
- Contribute to the implementation of new customer
- Use of the technologies to be more efficient and work with the CBS
- Create the reports and analysis to give consolidated vision of the flows for the assigned portfolio, monitor delays and deliveries events using all the necessary Bolloré Logistics IT solutions (Track & Trace Link)
- Fill in and produce a Local reporting to the customer and provide the raw data to local account manager for Monthly/ Quarterly Business Review process
- Issue tracker of service deviation with monitoring of solution implementation and efficiency
- Ensure and monitor team compliance to the Bollore’s Code of Conduct and Company’s regulations
- Ensure team understanding and implementation on Bollore’s Value in daily work behaviors
- Plan and monitor team performance including give coaching and counselling needed to deliver expected outcomes
- Participate in the set-up and follow-up of internal standard procedures to enhance productivity and transparency
- Maintain acceptable Health, Safety and Environmental risk levels in his/her area of responsibility
- Ensure the compliance with applicable legal requirements
etiquette skills for achieving customer satisfaction.