Customer Service Agent

About the Role

The customer service will be responsible for planning & executing operational activities related to LNS Operations to deliver optimal operations performance in accordance with the agreed Customer SLAs & KPIs. The incumbent will be responsible for executing all the LNS activities end-to-end, related with Trucking, Customs House Brokerage and other coordination subject to service scope. On a daily basis, this role will be required to ensure consistent, seamless end-to-end delivery of operations and provide resolution of customer queries and escalations.

Key Responsibilities

• Handles Customer service tasks on a daily basis.
• Take full end-to-end responsibility on the account and execute all the activities related to the LNS service including Carrier Booking, Trucking, Customs House Brokerage (CHB).
• Coordinate and manage with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.
• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
• Engage in constructive problem resolution.
• Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
• Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s)
• Monitor and help improve the end customer KPIs resulting in customer delight.
• Accurate and timely reporting requested.
• Performance reviews with customer.
• Complete job costing, revenue and costs for the activities coordinated under control of Operation team.
• Performed process component needed for LNS service:
• Booking Management: Manage carrier booking based on allocation and customer production plan. Perform and ensure the accuracy of SI, VGM and DG net submission as well as the BL and other documents related. Ensure to provide the documents to customer/destination in a timely manner.
• Customs Brokerage: Collaborate with cross-functional to prepare the CHB document such as Export/Import declaration, FTA form, license, etc. Be a consultative for customer.
• Trucking Management: Manage the truck booking based on customer product availability. Collaborate with cross-functional or external vendor to manage truck availability.
• Other activities: Perform and ensure the accuracy reporting. Collaborate with cross-functional to process billing to customer as well as recognize the cost and revenue to system in a timely manner.
• Cross-sell & upsell Logistics and Services products to customers.

Qualifications

• Positive Attitude with customer centric mindset and sense of urgency.
• Good command of spoken and written in Thai and English.
• Minimum 2 to 3 years’ experience as Customer Service / Customer Experience or similar role(s) in logistics industry with customs knowledge.
• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.
• Ability to converse with people of all levels and is well organized, efficient, and effective.
• Familiar with MS Office products including MS Word, Excel, and PowerPoint.
• Good communication & interpersonal skill and should be able to build good working relationship.
• Capacity to handle change, stay open to different ideas and support for positive change.
• Understand work in an agile manner, High analytical / problem-solving skills.