BU Customer Service Coordinator Ocean Export (Temporary 8 Months)

Purpose of the position
• Manage the booking from customers and Carriers.
• Company applications update

Key Tasks
• To follow up on customer shipment advices and feedback to customer and overseas stations and make respective shipment arrangement (pickup, booking with carriers etc.).
• Work out quotations for existing customers and providing obtained market information to sales.
• To check and verify documents and update Track & Trace system.
• To carry out approved proposed improvement and changes on procedures and systems made by supervisors.
• To work within SOP’s and quotation from M&S and overseas offices.
• To inform supervisors of any irregularities or problems that require assistance and to feedback on subcontractors standards and services.
• To feedback pre-claim details and status to customers.
• To handle incident management and handles customers inquiries, complaints, claims follow up, verify credit terms and credit status, and coordinate with departments concerned on related issues.
• To Update IHT for incident shipment
• To handles customers statistics and reports.
• To take up additional tasks as assigned

Decision Making Authority
• In line with scope of tasks and in agreement with management

Quality, Health, Safety & Environment
All staff:
• Perform assigned tasks to support Panalpina meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy.
• It is the responsibility of all staff to ensure that their day to day activities embrace sustainability/Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace

Skills & Competencies
• Management skills: Good customer management and problem solving skills.
• Personality traits: Proactive, resourceful, responsible, independent and assertive. A good team player.

Educational background / Work experience
• BA Foreign Trade.
• In same or similar position in freight forwarding industry.

Language skills
• Fluent in English and Vietnamese.

Computer Literacy
• Fluent in Microsoft office applications.

FUNCTION- , MARKET & INDUSTRY KNOWLEDGE / BUSINESS ACUMEN / PROCESS WORKING
• Expertise in the area of forwarding
• Know how in air / ocean / logistics / SCM
• Understanding of PA strategy and products
• Knowledge about markets and competitors
• Knowledge about trends and challenges for the industry
• Understanding of business principles and language, incl. the fundamentals of finance and profitability
• Business administration competence
• Sales and negotiation skills
• Project Management skills
• Overall understanding of business processes and interdependencies
• Knowledge of process steering instruments
• Knowledge of business processes
• Knowledge in freight forwarding and logistics

COMMUNICATION & PRESENTATION
• Ability to communicate openly and confidently
• Ability to influence and convince others in a way that results in acceptance and agreement
• Ability to shape conversations to ensure focus and understanding
• Effective listening
• Willingness to engage in constructive confrontation
• Ability to clearly and concisely present both written and/or oral information
CHANGE MANAGEMENT / INNOVATION
• Ability for systematic and rational analysis to identify the root cause of problems
• Willingness to challenge the status quo and to drive innovation and change
• Capable to generate creative ideas/solutions

ACCOUNTABILITY
• Strong decision making capabilities and high accountability:
(Ability and willingness to decide on the basis of root cause analysis and agreed criteria and to make decisions also in difficult situations)
• Credibility
• Assertiveness
• Capable to make informed judgments and to generate practical, timely solutions
• Ability to find pragmatic solutions by using decision making techniques
• Willingness to involve stakeholders in decision making process, to get buy-in and to implement solutions
• Supports organizational commitment to ISO 9001, ISO 14001, and OHSAS 18001 certification.

CUSTOMER ORIENTATION
• Customer focus (monitors customer expectations continuously and is willing to adapt own
activities/procedures)
• Readiness to continuously focus on identifying and meeting customer current and future needs
• Readiness to provide alternatives and optimized solutions to the Customer
• Ability to establish a successful long-term business partnership with internal and external customers

PERSONAL
COLLABORATION AND INFLUENCE
• Ability to coordinate efforts/resources within and across boundaries to deliver goals
• Ability to work with different cultures and to manage cross functional interfaces
• High priority for teamwork
• Team player
• Capable to build strong and long-term team relationships within and across functions and geographical boundaries and based on ethics and trust

RESULT ORIENTATION
• Ready to take personal accountability for achieving individual and shared goals
• Ability to set robust plans well in advance and to initiate action to move projects forward
• Planning & Organizing (Ability to prioritize, plan, assign & control)
• Time management (monitoring performance against deadlines and milestones)

PERSONAL EXCELLENCE
• Integrity
• Act as a Role Model for Corporate Values and fully adhere to the Code of Conduct
• High energy and resilience
• High commitment and positive attitude in the face of setbacks and obstacles
• High stress level (Ability to work under pressure and deal with tight dead lines)
• Be authentic, approachable, open and honest.

- Competitive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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