SCM Customer Service Agent

Key Responsibilities

As Customer Service Agent, you’ll play a vital part in our success:

• Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.

• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service.

• You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class Customer Service experience.

• Responds to all enquiries in a timely and accurate manner.

• Ensure smooth execution of the end-to-end shipments.

• Exception Management & Resolutions.

• Regularly review and update SOP/IOPs.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.

• Take ownership of the customer issues and solve in an urgent and responsible manner.

• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.

• Focuses on high-quality data to set a high standard for all the assignments managed.

• Proactively follow up and keep customer informed of any issues or changes to their shipment.

• KPI Achievement.

• Identify and execute upselling opportunities.

• Talent with few years of relevant experience in logistics / supply chain industry.

• Proficient in English communication.

• With a result-oriented mindset, problem-solving skills & sense of urgency.

• Possesses a proactive and resilient mindset to drive results and overcome obstacles.

• Demonstrates a high level of accountability and organizational skills.

• Ability to work effectively under pressure while maintaining a quality focus.

• Good in stakeholder management and communication skill.