Executive – Customer Service Mid Level

Key Position Information

Position Title

Executive – Customer Service

Position Reports To

HOD – Customer Service & Operations

Position Location

HQ, Lalitpur

Position Purpose/Job Summary

The main purpose of the position is responsible for acting as a liaison between customers and companies by handling company business. The position includes to deal with complaints, orders, errors, account questions, billing, cancelations, and other queries.

Internal

External

Sales, Operations, Finance, Pricing, HR/Admin

Existing & Potential Clients/Service providers

Responsibilities

Indicators / Focal Areas

Responsibilities

• Does follow up/ execute bookings forwarded by Sales or Pricing.
• Provides daily and timely updates to customers on activities related to their freight.
• Acquires approval on draft BL from consignee and tally with MBL details. Approve the documents on behalf of consignee if L/C copy is available for LC shipment.
• Coordinates with liners on the DO release dates and actual arrival dates.
• Updates Protracts with the same details.
• Assists in updating Scout in the absence of Senior Executive (Customer Service)
• Does follow up on freight invoices with respective liner upon each shipment arrival and liaise with Accounts to make payments for the same.
• Updates and inform the relevant sales person to raise invoice to clients.
• Responsible for ensuring each job file consists of all necessary documents (from BL to Invoices). The list of necessary documents shall be provided.
• Provides daily reports on ongoing shipment status and relevant updates to Line Manager
• Forwards necessary information, advisory about shipping news or surcharges, whenever required.
• Collects customer feedback and suggestions on improvements for the services provided.
• Provides excellent service to customers with a view of retaining them.

Person Specification

Education

• Minimum Bachelor Level passed is required.

Essential

• Master’s Degree in any discipline

Preferable

Knowledge

• Good understand about market and customer requirements and present appropriately,

Essential

• Ability to manage and maintain relationships with local and international clients,
• Having an in-depth knowledge of business products and value proposition
• Good understanding of the challenges facing the marketing at present and illustrate a knowledge of the operational attention to detail that will be required to succeed within the market
• Understanding of the sales process and dynamics

Essential

Experience

• Minimum 2 years’ work experience in shipping liner with joint venture companies;

Essential

• Excellent interpersonal communication skills with proficiency in verbal/written English,

Essential

• Ability to work independently as well as in a team,

Essential

• Advanced computer skills;

Essential

• Superb interpersonal skills, including the ability to quickly build rapport with both customers and suppliers.
• Able to work comfortably in a fast paced environment.
• Superior time management and organizational skills
• Have a strong Business Intelligence

Essential

Work Environment

• Multicultural Team

Core Capabilities

Organizational Capabilities:

• Quality of work and better results
• Demonstrate accountability and integrity
• Making communication information effective

Self-Managing Capabilities:    

• Learning for growth and development
• Maintaining work/life balance and effectiveness
• Gaining commitment for continuous learning & development

Thinking Capabilities

• Thinking clearly, deeply and broadly
• Understanding the Business Industry
• Practicing innovation and creativity

Relational Capabilities:    

• Building collaborative relationships
• Practicing inclusive and cultural diversity
• Influencing & persuading individual clients, teams and organization