BU Customer Service Coordinator Ocean Import

Department / Location: Ocean Freight
Direct Line Reporting: BU Ocean Import Team Leader
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 airlines 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 verify and post incoming invoices
• To handle job costing / control shipping run by obtaining loading confirmation from airlines and/or contractors
• To handles customers statistics and reports.
• To Closing file in Shipping Run (SAP)
• To take up additional tasks as assigned

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

Function/ Market & Industry Knowledge/ Business Acumen/ Process working
• Min. 2 years experience in logistics/ forwarding industry; Knowledge of local and overseas custom and regulations; Basic geography knowledge; Good written and spoken English and Vietnamese; Good PC skills. Good communication skills.

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

SKILLS & COMPETENCIES:
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
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
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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