Customer Service Coordinator

Job Responsibilities

• Maintain good customer relationship by constantly updating customer information within and outside system.
• Handle customers’ enquiries on import and export by coordinating with the documentation, sales and other functional teams for resolution of complex inquiries and respond to customers accordingly.
• Handle customer enquiries, ETA schedules, shipment status (cargo tracking), EDOs and other general enquiries and complaints.
• Handle the enquiries on Debit/Credit invoices and to process refund on deposit/demurrage with the support of relevant departments.
• Monitor and assess admin and demurrage invoicing history considering the concession file, container deposit waiver request and send to appropriate parties for deliberation promptly to reduce customer waiting period.
• Assist in handling unclaimed shipments activities and others for effective release and collection.
• Coordinate cargo release process, unclaimed as well as handling container requests and report to both internal and external parties.
• Respond timely to customer requests both online and in-person on releases i.e. Invoicing, Third Place B/L printing and release.
• Promote and support company’s e-commerce products to customers, identify and address potential issues that could impact customer satisfaction, proposing and implementing solutions.
• Continuously seek ways to improve the customer service processes and enhance the overall customer experience.
  
  

Requirements:

• Bachelor’s degree in business administration, Communications, marketing, or any related field.
• Experience in maritime, shipping, or related disciplines.
• Between 3-5 years prior experience in similar capacity.
• Strong relationship management, analytical and problem-solving skills.
• Good command of written and spoken in English
• Ability to work independently and under pressure.
• Ability to adapt to changing situations and handle stressful situations effectively.
• Competent in Microsoft office, including Excel, Word, Power Point, Web-based and email programs.
• Excellent interpersonal skills