Customer Services Coordinator at Industrial Project Department - Military veterans preferred

1. Overall Job Purposes
2. Acts as key contact for allocated customers
3. Develop and maintain relations with key clients.
4. Handled ad-hoc tasks assigned by IP Operation Manager or Head of IP.
5. Providing operation excellence to strengthen the existing operation and position the business unit for future growth.
6. Implementation of new and additional business to meet internal and customer expectations.
7. Support and coordinate with team member for project developments.
8. Main Accountabilities
9. Shipments follow up and managements from end to end since after projects or shipments awarded.
10. Stays informed on shipments and exception status for allocated customers
11. Handling reports as per projects and client’s requirements.
12. Debit note & docs consolidation & billing reports
13. SOP preparation.
14. Passes on sale leads to Commercial team
15. Handle ad-hoc customer inquiries
16. Takes and handles any customer complaints; solves customer complaints.
17. Develops relationship with allocated customers
18. Participates in joint Sales visits if necessary
19. Accepts all orders (from customer or overseas office) and processes them properly to ensure operation excellence.

·       Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution

·       Takes and handles customer inquiries, e.g. Track and Trace

·       Takes and registers all customer complaints

·        Drives solution of customer complaints by solving it directly or assigning tasks to other function

·       Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are completed.

·       Takes and processes customer feedback and asks for feedback (e.g. follow-up on complaint handling)

·       Collaborates closely with other departments for smooth handling of shipments and continuous update.

• Escalates issues, if required
• Requirements
• Good knowledge of operational processes and systems
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Excellent communication and interpersonal skills
• Good working attitude
• Minimum 2 year experience in logistics & freight forwarding industry.
• University bachelor degree in a business discipline or relevant education and work experience preferably in Supply Chain / Logistic sectors - Preferably good knowledge of Supply Chain / Logistics business & Customs procedure in Industrial Projects Industry and business systems.
• Excellent written and spoken skills in English and local Vietnamese language