Customer Service Officer (Klia)

Freight/Cargo Forwarding (Manufacturing, Transport & Logistics)
Acts as key contact for allocated 'major' customers
Accepts and processes orders for handover to Operations
Stays informed on shipment and exception status for allocated customers
Proactively inform customer on shipment status and exceptions
Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
Acts as first contact point for customer claims for notification and reception of claims and respective document collection
Reports and Documents
Ensure customers details are kept up to date at all times. This is inclusive of all client rates (origin / freight / destination), contact details (inclusive but not limited to delivery address / billing address / p.i.c.) and reporting requirements.
Ensure customers are kept up to date on all matters – pre-alerts, arrival dates, off loads, delivery schedule throughout the supply chain process
Maintain client SOP's as required at the direction of Management
Liaise with operational and warehouse staff to ensure client requirements are met
Compile monthly statistical reports on complaints.
Specific Activities
Carrying out any other request made by their manager.
QUALIFICATION AND EXPERIENCE
Technical
Minimum of 2 years' experience in customer service field
Behavioural
Team player
Rigorous
Excellent inter-personal skills
Organized
Responsive
Language
Fluent in technical English + local language
VALUES
Respect for Each Other
Pursuit of Excellence
Determination & Persistence
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