Premier Plus Customer Service Associate
丹马士环球物流（上海）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：交通/运输/物流
职位信息
- 发布日期：2017-04-09
- 工作地点：宁波
- 招聘人数：1人
- 职位月薪：3-4.5千/月
- 职位类别：货运代理
职位描述
职位描述：
Position Summary
The core purpose of this role is to provide consistent, high quality customer service for Premier Plus Customers, who are transactional buyers of standard processes but move very large volumes . The Premier Plus Customer Service associate will be the first point of contact for the designated set of Premier Plus Customers and will be responsible for booking, resolution of service issues and customer queries and as well as follow up on outstandings.
The incumbent will also be responsible for preparing & sending the quotation to the Customer and as well as processing & confirming the Booking request. Since the buying behaviour for these set of Customers is typically focused around transactional processes, however with very large volumes, the incumbent is expected to pay extra attention towards managing customer service issues, holding the primary responsibility for customer retention and for identifying cross sell/up sells opportunities within their customer base.
Required knowledge & Skills
Operational knowledge & Customer Service Experience
o 1-2 years’ experience in a large Operations / Customer service teams with minimum 1 year experience in the Logistics sector with Customer facing experience
o Working knowledge of FACT, MODS
o Familiarity with Damco Policies and Processes relating to the following is preferred :
？ Customer Service Quality Standards, Quotation Standards and Pricing Policy
？ Processes relating to credit approval process, invoicing / dunning
Communication Skills
o Excellent communication skills and the ability to communicate confidently
Drive for Results
o Passion to drive closures
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork
Key Responsibilities
o Easy to Business with;
o Timely Delivery of Documents;
o Pro-Active Notification;
o Exception Management ;
o Efficient claim handling
? Query Resolution with shippers/ Customers- ensure timely resolution and response to customers.
? Responsible for cross sell/up sell, customer retention.
? Follow up on the Outstanding bookings & query resolution
? Prepares contracts and charge structures in line with the Damco Policy
? Record and report the performance of the designated set of Premier Plus Customers that can help provide recommendations on :
？ Service delivery wins
？ Service failures
Expectations from the Role：
Prepare & Send timely quotation to the Customer
o Validate & create Customer Records in SCV
o Enter basic information for Shipment into the quotation
o Create Customer tariff
o Provide quotation to the Customer
o Receive feedback from Customer on provided Quotation
Receive & Confirm Booking
o Receive booking from Customer
o Perform Credit limit, sanity & feasibility check on booking
o Register booking details, send timely confirmation & inform shipper about issues if any
o Create export booking file by saving booking in Kewill
o Receive Shipping Instruction from Customer & coordinate with Operations team for HBL/ HAWB
Follow-up & Query Resolution
o Ensure shipping documents are delivered on time
o Dispatch invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers
Customer Relationship Management
o Develop an understanding of the customer’s business & needs
o Identify cross sell/up sell opportunities to aid customer stickiness and retention.
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities
Information Management
o Update Customer Pricing Database
o Update Claims Register
o Maintain Customer Master Data
o Maintain Contract Register & Contractual Records
o Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and variation approval
o Create Customer KPI Reports
KPI’s
o Service delivery – quality & response aligned with agreed client SLAs for:
o Quotation response
o Booking confirmation
o Query resolutions
o Daily Customer updates
o Customer Satisfaction Survey Scores
o Customer Retention
o Employee Engagement
o Cross-Sell /Up-selling leads generated
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Position Summary
The core purpose of this role is to provide consistent, high quality customer service for Premier Plus Customers, who are transactional buyers of standard processes but move very large volumes . The Premier Plus Customer Service associate will be the first point of contact for the designated set of Premier Plus Customers and will be responsible for booking, resolution of service issues and customer queries and as well as follow up on outstandings.
The incumbent will also be responsible for preparing & sending the quotation to the Customer and as well as processing & confirming the Booking request. Since the buying behaviour for these set of Customers is typically focused around transactional processes, however with very large volumes, the incumbent is expected to pay extra attention towards managing customer service issues, holding the primary responsibility for customer retention and for identifying cross sell/up sells opportunities within their customer base.
Required knowledge & Skills
Operational knowledge & Customer Service Experience
o 1-2 years’ experience in a large Operations / Customer service teams with minimum 1 year experience in the Logistics sector with Customer facing experience
o Working knowledge of FACT, MODS
o Familiarity with Damco Policies and Processes relating to the following is preferred :
？ Customer Service Quality Standards, Quotation Standards and Pricing Policy
？ Processes relating to credit approval process, invoicing / dunning
Communication Skills
o Excellent communication skills and the ability to communicate confidently
Drive for Results
o Passion to drive closures
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork
Key Responsibilities
o Easy to Business with;
o Timely Delivery of Documents;
o Pro-Active Notification;
o Exception Management ;
o Efficient claim handling
? Query Resolution with shippers/ Customers- ensure timely resolution and response to customers.
? Responsible for cross sell/up sell, customer retention.
? Follow up on the Outstanding bookings & query resolution
? Prepares contracts and charge structures in line with the Damco Policy
? Record and report the performance of the designated set of Premier Plus Customers that can help provide recommendations on :
？ Service delivery wins
？ Service failures
Expectations from the Role：
Prepare & Send timely quotation to the Customer
o Validate & create Customer Records in SCV
o Enter basic information for Shipment into the quotation
o Create Customer tariff
o Provide quotation to the Customer
o Receive feedback from Customer on provided Quotation
Receive & Confirm Booking
o Receive booking from Customer
o Perform Credit limit, sanity & feasibility check on booking
o Register booking details, send timely confirmation & inform shipper about issues if any
o Create export booking file by saving booking in Kewill
o Receive Shipping Instruction from Customer & coordinate with Operations team for HBL/ HAWB
Follow-up & Query Resolution
o Ensure shipping documents are delivered on time
o Dispatch invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers
Customer Relationship Management
o Develop an understanding of the customer’s business & needs
o Identify cross sell/up sell opportunities to aid customer stickiness and retention.
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities
Information Management
o Update Customer Pricing Database
o Update Claims Register
o Maintain Customer Master Data
o Maintain Contract Register & Contractual Records
o Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and variation approval
o Create Customer KPI Reports
KPI’s
o Service delivery – quality & response aligned with agreed client SLAs for:
o Quotation response
o Booking confirmation
o Query resolutions
o Daily Customer updates
o Customer Satisfaction Survey Scores
o Customer Retention
o Employee Engagement
o Cross-Sell /Up-selling leads generated
职能类别： 货运代理
公司介绍
The A.P. Moller - Maersk Group
A.P. 穆勒 - 马士基集团
The A.P. Moller - Maersk Group, with its headquarters in Denmark, is a worldwide leading organization with more than 115,000 employees and offices in around 130 countries. The Group is engaged in shipping, logistics, terminal investment and management, retail, oil and gas exploration and manufacturing.
A.P. 穆勒 - 马士基集团是一家源自丹麦的全球化集团公司，在全球130多个国家设有办事机构，拥有逾11.5万名员工。集团的主要业务在航运、物流、码头投资和管理、零售、石油的天然气的开发以及制造业等相关领域。
A.P. Moller - Maersk Group in China
A.P. 穆勒 - 马士基集团在中国
The A.P. Moller - Maersk Group has been operating in China for more than 80 years. The foundation of the Group’s presence in China is characterized by our commitment to serve foreign trade, continued expansion, investments with mutual benefits, and good corporate citizenship.
With more than 100 offices and 11,000 employees in China, the Group’s operations include an extensive network of offices, wholly-owned and joint venture transportation companies, logistics companies and industrial enterprises, as well as investment in and management and operation of marine terminals in key coastal cities in China.
The A.P. Moller - Maersk Group is also a major buyer of vessels and marine equipments made in China as well as consumer products for the Group’s supermarkets in Europe.
A.P. 穆勒 - 马士基集团服务于中国的对外贸易已逾80余年。集团在华的立身之本是信守承诺：致力于服务中国的对外贸易、在互利互惠的基础上不断拓展业务，增加投资，争做优秀的企业公民。
今天，集团在中国大陆和中国香港设有100多个办事机构，员工超过1万1千名，并积极参与集装箱航运、物流、集装箱码头运营和管理、多式联运、工业制造与采购以及海事设备维护维修服务。
A.P. 穆勒 - 马士基集团是中国大陆制造的远洋货轮和海运设备的主要采购商，同时还为集团在欧洲的超级市场采购中国产品。
About Damco
关于丹马士
Damco is the new, combined brand of the A.P. Moller - Maersk Group's logistics activities.
丹马士是A.P. 穆勒 - 马士基集团旗下为客户提供供应链管理与货代专业服务的一个新的联合品牌。
Damco offers a broad range of supply chain management and freight forwarding services to customers all over the world, and has 10,500 colleagues in 280 offices, covering over 93 countries in Africa, Asia, North America, Europe, Middle East, and Latin America.
凭借在亚洲、非洲、北美洲、欧洲、中东和拉丁美洲超过93个国家的280个办事处以及1万零5百名员工，丹马士为全世界的客户提供广泛的供应链管理和货运代理服务。
In Damco, we pride ourselves with having people who have the energy to go the extra mile to find the most reliable, efficient solution for our customers - and deliver on our promises. In every Damco office around the world, we have local people, who speak the local language and engage with, and make a difference in the communities in which we live and work.
在丹马士，我们以我们的员工为骄傲，他们拥有勇往直前的工作态度，精益求精地为客户寻求最可靠、最有效的解决方案，使承诺成为现实。丹马士在世界各地的办公室均会聘请使用当地语言和了解地区文化的当地员工，融入所在地区，大展鸿图。
Read more
如欲了解更多资讯，敬请访问我们的网站
The A. P. Moller – Maersk Group： **************
Damco： *************
A.P. 穆勒 - 马士基集团：**************
丹马士： *************
A.P. 穆勒 - 马士基集团
The A.P. Moller - Maersk Group, with its headquarters in Denmark, is a worldwide leading organization with more than 115,000 employees and offices in around 130 countries. The Group is engaged in shipping, logistics, terminal investment and management, retail, oil and gas exploration and manufacturing.
A.P. 穆勒 - 马士基集团是一家源自丹麦的全球化集团公司，在全球130多个国家设有办事机构，拥有逾11.5万名员工。集团的主要业务在航运、物流、码头投资和管理、零售、石油的天然气的开发以及制造业等相关领域。
A.P. Moller - Maersk Group in China
A.P. 穆勒 - 马士基集团在中国
The A.P. Moller - Maersk Group has been operating in China for more than 80 years. The foundation of the Group’s presence in China is characterized by our commitment to serve foreign trade, continued expansion, investments with mutual benefits, and good corporate citizenship.
With more than 100 offices and 11,000 employees in China, the Group’s operations include an extensive network of offices, wholly-owned and joint venture transportation companies, logistics companies and industrial enterprises, as well as investment in and management and operation of marine terminals in key coastal cities in China.
The A.P. Moller - Maersk Group is also a major buyer of vessels and marine equipments made in China as well as consumer products for the Group’s supermarkets in Europe.
A.P. 穆勒 - 马士基集团服务于中国的对外贸易已逾80余年。集团在华的立身之本是信守承诺：致力于服务中国的对外贸易、在互利互惠的基础上不断拓展业务，增加投资，争做优秀的企业公民。
今天，集团在中国大陆和中国香港设有100多个办事机构，员工超过1万1千名，并积极参与集装箱航运、物流、集装箱码头运营和管理、多式联运、工业制造与采购以及海事设备维护维修服务。
A.P. 穆勒 - 马士基集团是中国大陆制造的远洋货轮和海运设备的主要采购商，同时还为集团在欧洲的超级市场采购中国产品。
About Damco
关于丹马士
Damco is the new, combined brand of the A.P. Moller - Maersk Group's logistics activities.
丹马士是A.P. 穆勒 - 马士基集团旗下为客户提供供应链管理与货代专业服务的一个新的联合品牌。
Damco offers a broad range of supply chain management and freight forwarding services to customers all over the world, and has 10,500 colleagues in 280 offices, covering over 93 countries in Africa, Asia, North America, Europe, Middle East, and Latin America.
凭借在亚洲、非洲、北美洲、欧洲、中东和拉丁美洲超过93个国家的280个办事处以及1万零5百名员工，丹马士为全世界的客户提供广泛的供应链管理和货运代理服务。
In Damco, we pride ourselves with having people who have the energy to go the extra mile to find the most reliable, efficient solution for our customers - and deliver on our promises. In every Damco office around the world, we have local people, who speak the local language and engage with, and make a difference in the communities in which we live and work.
在丹马士，我们以我们的员工为骄傲，他们拥有勇往直前的工作态度，精益求精地为客户寻求最可靠、最有效的解决方案，使承诺成为现实。丹马士在世界各地的办公室均会聘请使用当地语言和了解地区文化的当地员工，融入所在地区，大展鸿图。
Read more
如欲了解更多资讯，敬请访问我们的网站
The A. P. Moller – Maersk Group： **************
Damco： *************
A.P. 穆勒 - 马士基集团：**************
丹马士： *************
联系方式
- 公司地址：地址：span天府大道天府软件园