天津招聘

职位描述：
Designation:
Position: Customer Service/Senior Customer Service 客户服务
Reporting Line:
Report to: Customer Service Manager
Direct subordinates: 0
General Responsibilities:
？ 1、Support Sales/RDM/BDM internally
？ 2、Communicate with customers externally ,maintain customer relationship
？ 3、Improve service level to retain existing business
？ 4、Develop new business from existing customer within assigned portfolio
？ 5、Weekly and monthly report
Detailed work:
       Support Sales/RDM/BDM internally:
Quotation
Receive and prepare price/quote requests with clear instructions/guidelines from Sales/RDM/BDM.
Ensure incoming inquiries are handled correctly according to general quality standards of the department
Make quotation in EDI
1. Attending inquiry
- Take action within 1 hour to send inquiry to internal operation, overseas colleague once receive inquiry from customer/sales/RDM/BDM

2. Following up the inquiry
- For door to port/port to door/door to door inquiry, make sure to receive costs within 24 hours after inquiry sent to internal operation or overseas colleague
- For port to port inquiry, get the cost from RMS within 1 hour.

3. Send quotation to customer by email
- For port to port shipment, quotation should be sent customer formal quotation within 12 hours;
- For door to door/port to door/door to port shipment, quotation should be sent to customer formal quotation within 24 hours. If need more time, please advise customer at first.
- Call customer to make sure that they received the quotation in time and try to get comments by return.
Communication with overseas network for rate inquires, POD(If required), etc
Follow up routing order / instruction / IOP from Inside sales
Protect customer database. Assist in managing and maintaining EDI customer codes.
Prepare the documents for renewed credit agreement application.
Ensure relative regular reports are done according to standard operation procedures such as KPI report, CCS report etc.
Coordinate with related departments to ensure all available documents will be released to customer if the customer’s request matches company’s rules.
Update SOP
Communicate with customers externally, maintain customer relationship:
？ Coordinate with Sales/RDM/BDM’s on visiting plan and meetings with local existing clients upon request
？ Joint sales call with Sales/RDM/BDM upon requested.
？ Maintain regular contact with existing customer as per customer database
？ Responsible for coordinating the AR/Outstanding issue
？ For any billing dispute such as C/N, D/N and EDI invoice, CS team will be in charge to coordinate with internal department(s) / overseas office(s) accordingly for further resolved
？ Coordinate internally for any complaint from customer and follow up until resolved
？ Trouble shooting for customer(Liaison with OPS and finance dept.)
Improve service level to retain existing business:
？ Ensure an effective maintenance of existing business by communicating proactively between customer / OPS & Sales/RDM/BDM
？ Being proactive in all jobs and make it a well-recognized culture company wide
？ For any import shipment, CS team will be in charge of pre-alert releasing to customers, make sure customer get information in time and then coordinate with import departments to make sure every step can be run smoothly.
Pre-alert included: packing list/commerce invoice/AWB, and contract(not necessary)
？ Track every shipment step by step and advise if there is any problem during the operation. If problem occurred, take lead on improvement action plan.
？ Monitor the performance of customer and alert sales/RDM/BDM for any abnormal indication such as volume going down, no shipment for one month etc.
Development new business from existing customer within assigned portfolio:
？ Develop new business where possibly from existing customer, always seek new business opportunity from existing customer
？ Have the knowledge of competitors’ rates or service model for our current existing customers
？ Share marketing news with customers
？ Ensure the dedicated account business grow up annually as per company target
？ Follow up the sales leads from Sales/RDM/BDM/Overseas and investigate business information upon request
？ Communicate with overseas office for brand new free hand customer to ensure they are well informed of the new business as well as they will be communicating with the buyer/supplier locally
？ Proactive communication with customer to get them acquainted with our procedures
Other:
？ Back up for CS team member who is not in office
？ Responsible for training new team member. (For senior customer service position)
？ Other tasks assigned by superior
Competency & Qualifications:

- Competency Requirements Desired Level*
? Communication L4; Strong communication skill, service etiquette and real
? Customer Service L4; Patient, responsible, smart, active, independent and law-abiding service
etiquette
? Team Work L3; Cooperative, and real team player with broad business insight ,
? People Management L4; Self-disciplined and good time management
? Problem Solving L4; Prompt action and active attitude and be solution provider
? Result Orientation L3; Can use resources to achieve goals and objectives within timeline

- Qualifications Requirements
? Knowledge & Skills Industry knowledge for handling procedures of airfreight or sea freight, if noted
by both import and export which will be preferable.
? Education & Training College degree above; good skill in computer use, good spoken & written
English, and Mandarin;
? Experience Above 3-4 years’ work experiences in same industry with customer service
function, the background for global forwarder will be preferable;
? Personal Characteristics Skillful communication with internal and external, Can be solved problems
independently under pressure, team spirit 举报 分享

As a world-leading supplier of transport and logistics , DSV has offices in more than 90 countries all over the world and an international network of partners and agents, which makes DSV a truly global player offering services worldwide. By our professional and advantageous overall solutions, the approx. 75,000 DSV employees recorded worldwide annual revenue of 18 billion USD for 2020, ranking among the top 5 international freight forwarders.
作为全球首屈一指的全球运输和物流供应商, 得斯威在全世界有超过90个国家拥有自己的公司和办事机构，全球员工超过75,000人。 通过我们与合作伙伴以及代理商合作为世界各国客户提供服务，巩固了得斯威作为国际性公司的地位。 凭借其专业和全面的服务，2020年的年营业额达到180亿美元， 位居世界货运行业前五名。

DSV China was established in May 2001Now we have over 3,000 dedicated team members across more than 20 cities in North/Central/South China
得斯威中国于2001年5月成立。目前中国已经有3,000多名优秀员工，分支机构分布在华北，华中和华南的20多个城市。

DSV China is providing our clients with a full scope of transport solutions, combining global capability with local expertise which positions DSV perfectly to be the chosen professional logistics partner for our customers, here in China, as well as in the rest of the World.
得斯威中国向我们的客户提供全方位的运输方案，并结合了全球以及当地的专业能力，使得斯威成为中国以及全球客户的专业物流合作伙伴。

If you want to know more information about DSV, welcome to visit our website.
To achieve our long development goals and meet our growing business requirements in China, DSV is looking for you to join our team. Competitive remuneration and professional career development path will be offered to the highly qualified candidates.
为了满足我们在中国的长期发展目标以及快速的业务需求，得斯威诚邀具备相关资质的人员加入到我们的团队中，同时，我们也将为优秀的候选人提供有竞争力的报酬以及专业的职业发展路径。


公司地址：上海市长宁区长宁路1193号来福士办公楼3座8、9、15、16楼