ABOUT THE ROLE Now part of the logistics division of the CMA CGM Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. With growing customer accounts and demands in Aerospace, we are assembling a team of Customer Service Executives to deliver visibility, proactivity, optimization and high level of customer satisfaction to our major Aerospace account. Based in our Subang Jaya 4PL hub, the team of Customer Service Executives will be rostered in 4 shifts to ensure 24/7 availability to meet our customers' needs.
a) Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer Follow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors….)Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)Alert the customer team pro-actively in case of deviation and propose backup solutionsIntegrate manually, in dedicated IT solution, the Transport Request, if necessaryArrange alternative in case preferred carrier is unavailableTake corrective actions in case of missing pre-alertsReceive and control customer bookings according to the processes in placeCheck optimizations from optimizer if applicable, propose consolidation options.Report on data qualityProvide clarifications and/or missing informationCommunicate & confirm arrangement to originb) Deliver Customer Satisfaction Manage and supports order management to ensure the best possible service levelMeets deadlines and ensures completion of customer service tasks within the expected time framesEnsure a consistent and pro-active communication flow with the customerAct as a strong interface to resolve customer problems, manage troubleshooting and issue resolutionPrioritizes, resolves and/or escalates issues to secure the customer's interestRepresent Prism internally and externallyUse the tools and communication to react to customer requestsAct as single point of contact for the customerIdentify and record savings (benefits tracking) delivered to the customers.Provide his/her expertise in transportation managementc) Contribute to improve Partners and Vendor performance Monitor the 3PLs service quality and give feedback to the Operation of Contract managerMonitor the good deployment and efficiency of new operational practices with the 3PLsContribute to formalize the SOPProvide 1st level of support to the 3PL (operational inquiries, data matters etc.)Set up and monitor corrective action plans in agreement with the 4PL HUB managerProduce dashboard and KPIs regarding 3PL performanced) Manage operational quality Receive non-conformities and complaints and log these in a databaseConduct root cause analysis on logged issuesCategorized all non-conformities & complaints using standardized issue codes and reason codesCapture claims through non-conformities & complaints management processAssess of potential claims and recommendation to the customerAssign corrective actions to relevant parties and follow upEscalate claim to concerned partyConduct 8D analyses for complex claimsIn case of financial damages follow up with 3PL and insurance until financial settlemente) Operate spot quotations Define requirementsGet spot quotation from the 3PL's panelSelect providerMaintain spot quotation database / matrixf) Others Any other tasks provided by their Manager REQUIREMENTS Experience in transport management / freight forwarding (air operations)Proven track record in a similar role, ideally in a Control Tower of 4PL environmentKnowledge in freight forwarding, AOG and oversize cargo will be an advantageExcellent command of written and spoken EnglishMust be willing to work on a 24/7 rotational shiftCustomer centric mindset