Freight/Cargo Forwarding (Manufacturing, Transport & Logistics)
Contract/Temp
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.
Responsibilitiesa) 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 solutions
Integrate manually, in dedicated IT solution, the Transport Request, if necessary
Arrange alternative in case preferred carrier is unavailable
Take corrective actions in case of missing pre-alerts
Receive and control customer bookings according to the processes in place
Check optimizations from optimizer if applicable, propose consolidation options.
Provide clarifications and/or missing information
Communicate & confirm arrangement to origin
b) Deliver Customer Satisfaction
Manage and support order management to ensure the best possible service level
Meet deadlines and ensure completion of customer service tasks within the expected time frames
Ensure a consistent and pro-active communication flow with the customer
Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
Prioritize, resolve and/or escalate issues to secure the customer's interest
Represent Prism internally and externally
Use the tools and communication to react to customer requests
Act as single point of contact for the customer
Identify and record savings (benefits tracking) delivered to the customers.
Provide expertise in transportation management
c) Contribute to Improve Partners and Vendor Performance
Monitor the 3PLs service quality and provide feedback to the Operation of Contract manager
Monitor the deployment and efficiency of new operational practices with the 3PLs
Contribute to formalize the SOP
Provide 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 manager
Produce dashboard and KPIs regarding 3PL performance
Receive non-conformities and complaints and log these in a database
Conduct root cause analysis on logged issues
Categorize all non-conformities & complaints using standardized issue codes and reason codes
Capture claims through non-conformities & complaints management process
Assess potential claims and provide recommendations to the customer
Assign corrective actions to relevant parties and follow up
Escalate claims to concerned party
Conduct 8D analyses for complex claims
In case of financial damages, follow up with 3PL and insurance until financial settlement
Define requirements and get spot quotations from the 3PL's panel
Select provider
d) Others
Any other tasks provided by their Manager
RequirementsExperience in transport management / freight forwarding (air operations)
Proven track record in a similar role, ideally in a Control Tower of 4PL environment
Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
Excellent command of written and spoken English
Must be willing to work on a 24/7 rotational shift
Customer centric mindset
Company InformationRegistration No. 199401006767#J-18808-Ljbffr