Monroe Consulting Group Malaysia, an executive recruitment firm, is partnering with an international 4PL logistics and supply chains company to hire a Customer Service Executive. This role is responsible for delivering visibility, optimization, and a high level of satisfaction to the company's major accounts. This opportunity is based in Subang Jaya, Selangor.Job Responsibilities:
Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the CustomerFollow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors…)
Monitor shipments on a regular basis (3PL shipment confirmation, milestones completion, etc.)
Alert the customer team proactively 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.
Report on data quality
Provide clarifications and/or missing information
Communicate & confirm arrangement to originDeliver Customer SatisfactionManage 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 proactive 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
Use of the technologies to be more efficient and work with the CBSContribute to improve Partners and Vendor performanceMonitor the 3PLs service quality and give feedback to the Operation of Contract manager
Monitor the good 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 managerManage operational qualityReceive 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 make recommendations to the customer
Assign corrective actions to relevant parties and follow up
Escalate claims to the concerned party
Conduct 8D analyses for complex claims
In case of financial damages, follow up with 3PL and insurance until financial settlementOperate spot quotationsDefine requirements
Get spot quotation from the 3PL's panel
Select provider
Maintain spot quotation database/matrixJob Requirements:
Experience 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
Excellent communication skills
Team player
Solution finder
Rigorous
Excellent interpersonal skills
Thoroughness
Organized
Responsive
Excellent in written and verbal English#J-18808-Ljbffr