Customer Service Agent – Local Service

Responsibilities

• Handles Customer service tasks on a daily basis.
• Take full end-to-end responsibility on the account.
• Coordinate and manage with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.
• Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors. Engage in constructive problem resolution.
• Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
• Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s)
• Monitor and help improve the end customer KPIs resulting in customer delight.
• Accurate and timely reporting requested.
• Performance reviews with customer.
• Performed process component needed for LNS service:

Booking Management:

• Manage carrier booking based on allocation and customer production plan.
• Perform and ensure the accuracy of SI, VGM and DG net submission as well as the BL and other documents related.
• Ensure to provide the documents to customer/destination in a timely manner.

Customs Brokerage:

• Collaborate with cross-functional to prepare the CHB document such as Export/Import declaration, FTA form, license, etc.
• Be a consultative for customer.

Trucking Management:

• Manage the truck booking based on customer product availability.
• Collaborate with cross-functional or external vendor to manage truck availability.

Other activities:

• Perform and ensure the accuracy reporting.
• Collaborate with cross-functional to process billing to customer as well as recognize the cost and revenue to system in a timely manner.
• Cross-sell & upsell Logistics and Services products to customers.

To be successful in this role, you should have:

• Positive Attitude and customer centric mindset.
• Good command of spoken and written in Thai and English.
• Experience in logistics and customs brokerage.
• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.
• Ability to converse with people of all levels and is well organized, efficient, and effective
• Familiar with MS Office products including MS Word, Excel, and PowerPoint.
• Good communication & interpersonal skill and should be able to build good working relationship.
• Capacity to handle change, stay open to different ideas and support for positive change.
• Understand work in an agile manner, High analytical / problem-solving skills.