Customer Service Executive

Job Description

- Create / Modify bookings for all customers’ request via email / intranet / Mymsc.com / cross booking (including DG/Reefer cargoes/Special GOH, OT)

- Follow up latest space situation (both feeder / mother vessel) to avoid exceed FIX – optional spaces

- Special attention to tender / GVA VIP having commitment spaces / mother vessel voyage

- Provide information of vessel details, shipping schedule to shipper

- SOB / EDI / TLA / VGM (incase missing VGM make sure shipper well informed and update on time, avoid No VGM = No LOAD)

- Send rollover advice to customers and agents for all trade lines

- Send loading confirmation for VIP clients

- Handle COD / hold / return / re-export request (co-ordinate parties concerning Sales, Freight team, Docs team)

- Handle UAC incase POD agent notice to POL (all cases have consult guideline from CS manager how to handle specific case and update both sides shipper and POD agencies on time)

- Regular pushing shipper co-ordinate with their consignee clear cargo to avoid DEM / STORAGE basic daily increasing and affect into utilization MSC’s equipment

- To perform SANCTION booking, follow up latest policies at GVA Website guideline, make sure submit to Proxy Compliance Officer before send booking confirmation to local shipper

- Collaborate with other departments to ensure the smooth delivery of operations

Job Requirement

1. Key experience & qualifications:

- Diploma / Degree in any other subjects or majors

- At least 2-3 years of Customer Service function in Shipping

2. Key competencies & skills:

- Knowledge portnet, TMS

- MS Office applications

- Able to work independently and ability to work under pressure

- Team-work skills

- Good in English communication, both written and verbal

- Customer oriented, ability to respond positively and sensitively to the need of customers and follows though queries / transactions effectively and efficiently and reverts to customers without delay

3. Key performance indicators / measures:

- SOB / EDI, TLA accuracy / on time

- Booking accuracy

- Responsiveness (respond to INTRA booking requests in no more than 02 working hours)

- Minimize service error cost to POL