Rep, Customer Service (Counter Service)
美国总统轮船（中国）有限公司
- 公司规模：500-1000人
- 公司性质：外资(非欧美)
- 公司行业：交通/运输/物流
职位信息
- 发布日期：2018-02-09
- 工作地点：深圳-罗湖区
- 工作经验：2年经验
- 学历要求：本科
- 语言要求：英语良好
- 职位月薪：5-7千/月
- 职位类别：集装箱业务
职位描述
1. Brief Description
This position is to work jointly with sales, to serve as vital link between APL and its customers in order to deliver fast, efficient, cost-efficient solutions for achieving 100% customer satisfaction.
2. Key Result Areas
(1) Meeting the expectation and requirements of internal and external customers by getting first-hand customer information and uses it for improvement in products and services.
Measurement : Customer satisfaction
(2) Maintain a process and policy compliance
Measurement : DPM
(3) Provide & maintain quality service excellence.
Ensure phone call timely handled to meet department goal
Measurement: Customer satisfaction
Ensure customer inquiries are handled within 4 workings in peak season, 2 working hours in slack season
Measurement: Customer satisfaction
(4) Booking Space Management. Give booking guideline and monitor booking status, aim to achieve full utilization - measured by Daily Booking Report.
3. Key Accountabilities/Duties
1) Documentation/Counter Service: Release OBL to customers
2) Back-up for Import Customer service
3) Back-up for export shipment of special cargo(OOG/DG/Reefer etc)
4) Rate Inquiries
5) Service Inquiries
6) Customer Satisfaction by offering special / tailor-made services
7) Problem Solving
8) Account maintenance
9) Proactively utilize DPM to analyse and improve processes
10) Facilitate streamlining processes and automation enhancements
11) Customer relationship management. Conduct customer call/visit to build up trust.
12) Equipment forecast
4. Incumbent specification
Education:
Bachelor degree; CET 6 (College English Test) or TEM 4 , 8(Test for English Major) preferred
Experiences:
2-3 years experience in shipping, transportation or foreign trade industry
Skill Sets:
Good PC skill (Microsoft office – Word, Exel, Outlook; Windows );
Fluent Mandarin and good command of English (oral & written), good command of Cantonese preferred
Product knowledge (BKG/inbound/Documentation processes, Equipment; tariffs; routing network; e-Products); - for internal candidates
Basic APL systems ( CCMS, CMO/CMI, Service Reporting, CP, Trucking System, RFR system) – for internal candidates
Desired competencies (typical):
Able to work independently to accomplish assigned tasks
The personality of Carefulness, Responsible, Patient
Good Team work spirit
Good Attitude of customer focus
Good Communication skill
Good judgement/decision making
Desired competencies (nice to have):
Open and positive mindset, be creative
This position is to work jointly with sales, to serve as vital link between APL and its customers in order to deliver fast, efficient, cost-efficient solutions for achieving 100% customer satisfaction.
2. Key Result Areas
(1) Meeting the expectation and requirements of internal and external customers by getting first-hand customer information and uses it for improvement in products and services.
Measurement : Customer satisfaction
(2) Maintain a process and policy compliance
Measurement : DPM
(3) Provide & maintain quality service excellence.
Ensure phone call timely handled to meet department goal
Measurement: Customer satisfaction
Ensure customer inquiries are handled within 4 workings in peak season, 2 working hours in slack season
Measurement: Customer satisfaction
(4) Booking Space Management. Give booking guideline and monitor booking status, aim to achieve full utilization - measured by Daily Booking Report.
3. Key Accountabilities/Duties
1) Documentation/Counter Service: Release OBL to customers
2) Back-up for Import Customer service
3) Back-up for export shipment of special cargo(OOG/DG/Reefer etc)
4) Rate Inquiries
5) Service Inquiries
6) Customer Satisfaction by offering special / tailor-made services
7) Problem Solving
8) Account maintenance
9) Proactively utilize DPM to analyse and improve processes
10) Facilitate streamlining processes and automation enhancements
11) Customer relationship management. Conduct customer call/visit to build up trust.
12) Equipment forecast
4. Incumbent specification
Education:
Bachelor degree; CET 6 (College English Test) or TEM 4 , 8(Test for English Major) preferred
Experiences:
2-3 years experience in shipping, transportation or foreign trade industry
Skill Sets:
Good PC skill (Microsoft office – Word, Exel, Outlook; Windows );
Fluent Mandarin and good command of English (oral & written), good command of Cantonese preferred
Product knowledge (BKG/inbound/Documentation processes, Equipment; tariffs; routing network; e-Products); - for internal candidates
Basic APL systems ( CCMS, CMO/CMI, Service Reporting, CP, Trucking System, RFR system) – for internal candidates
Desired competencies (typical):
Able to work independently to accomplish assigned tasks
The personality of Carefulness, Responsible, Patient
Good Team work spirit
Good Attitude of customer focus
Good Communication skill
Good judgement/decision making
Desired competencies (nice to have):
Open and positive mindset, be creative
职能类别： 集装箱业务
关键字： APL 美国总统 船公司 物流 客服 CS Counter 前台 放单 shipping
公司介绍
作为一家享誉全球的集装箱海运公司，APL 在中国市场的扩展步伐可以追溯至150多年前，于1867年开创***香港与上海的跨太平洋航线。如今，APL 拥有遍布世界的服务网络，通过在华的27个分支机构将中国市场与全球贸易紧密相连。凭借在华密集的覆盖网络和深厚的行业知识，APL 协助顾客将地区内源源不断的商机牢牢掌握。
APL的优势
1.在华超过 140 年的贸易经验，拥有深厚的当地知识
2.提供稳定的、可靠的航线服务，通过业界领先的船期和紧密无间的全球连通网络，连接中国和亚洲其他地区、澳洲、欧洲、美洲
3.直接***中国超过14个港口，包括世界航运中心上海、香港和服务长江三角洲、珠江三角洲及主要生产区的华南各大港口
4.通过货船、卡车、火车组成繁密的多式联运网络，直达内陆地区
5.位于青岛的合资公司：青岛前湾新联合集装箱码头有限责任公司打造更强大的供应链，强化运输能见度、可控性及高效率
6.遍布中国的分支机构与联络处，为客户提供一流的专业化服务，满足不同运输要求
7.凭借APL的全球网络与第三方物流合作伙伴完善的在华覆盖、先进的全球IT供应链管理服务，实现端到端的无缝运输
8.通过使用创新的信息科技技术使货物动态尽在掌握
APL的优势
1.在华超过 140 年的贸易经验，拥有深厚的当地知识
2.提供稳定的、可靠的航线服务，通过业界领先的船期和紧密无间的全球连通网络，连接中国和亚洲其他地区、澳洲、欧洲、美洲
3.直接***中国超过14个港口，包括世界航运中心上海、香港和服务长江三角洲、珠江三角洲及主要生产区的华南各大港口
4.通过货船、卡车、火车组成繁密的多式联运网络，直达内陆地区
5.位于青岛的合资公司：青岛前湾新联合集装箱码头有限责任公司打造更强大的供应链，强化运输能见度、可控性及高效率
6.遍布中国的分支机构与联络处，为客户提供一流的专业化服务，满足不同运输要求
7.凭借APL的全球网络与第三方物流合作伙伴完善的在华覆盖、先进的全球IT供应链管理服务，实现端到端的无缝运输
8.通过使用创新的信息科技技术使货物动态尽在掌握
联系方式
- 公司地址：地址：span广中西路555号宝华国际广场