Customer Service Executive (Key Accounts)

1. GENERAL DESCRIPTION:

This position is responsible for Serving customers by providing products and service information; resolving products and service problems and handling cargo, feedback to customers all their requirement/ RFI,… or other assignment from Customer Service Manager.

2. SPECIFIC ACCOUNTABILITIES:

• Manage a favorable commercial relationship with the nominated account(s)/customers that will promote customer satisfaction and loyalty, business growth and profitability.
• Ensure that all accounts/customers are managed and developed in line with the established corporate / regional strategies and all key performance indicators stipulated in the contract are being fulfilled
• Business Development. Address additional services request from the customers (new service, new lanes,..)
• Address problem as they occur with customers. Co-operate with other departments until trouble/problems to be solved.
• Responsible for a smooth business implementation and corporate with operations and ongoing monitoring of contract compliance.
• Follow SOP with RHO/oversea/customers, make the adjustment if any and distribute to right PIC at right department.
• Reporting to customer (base on requirement from each customers)
• Prepare weekly and monthly CS reports to Customer Service Manager if any.

*Measurments:

• Business implementation and follow up
• Number of shipment handling/ shipment type.
• Customer feedback.
• Resolving skills

3. SKILLS REQUIRED:

• Customer Service product knowledge
• Forwarding background
• Quality Focus
• Understand customer for Problem Solving
• Market Knowledge
• Documentation Skills
• Listening, Phone Skills
• Communication skills
• Resolving Conflict
• Analyzing Information
• Multi-tasking

4. EXPERIENCE & QUALIFICATION:

• Good at English and Vietnamese Communication (speaking and writing)
• Bachelors in Foreign Trade/ Economics/ Foreign Language.
• Minimum 2 years of relevant working experiences
• Public speaking