? To take all incoming calls from customers, facilitate, coordinate or give direct responses as required.? Take shipment booking from customers? Coordinate with operations to arrange for shipment pick up? Communicate customers’ requirements to operations for any special handling such as COO certificates/ fumigations/ special license application/ additional packaging for shipments if applicable? Disseminate agreed/ required due dates of shipments upon booking from customer to operations/ sales? To send customized shipment pre-alerts as specifically required by customers as agreed by operations and sales during set up (Generic shipment pre-alerts are still required to be sent by operations)? Follow up for orders from customers with from SOP to POD. Pro-active notification to customers as and when there is an updating and changes to the status.? Manage and update all customized systems for the customers or customers systems.? Monitor and ensure GSU updates are completed and entered timely by operations team? Manage and follow up with destination for destination milestones and the timely update into GSU? Generate customer specific reports in their requested format? Monitor incoming shipments and investigate with origins on any current/ potential delays? Pro-actively update customers and business owners of shipment issues/ discrepancies/ delays? Organize independent/ 3rd party surveys for damaged/ pilfered shipments on behalf of customer/ their appointed agents if any as requested, and our operations team? Coordinate with operations on the release of documents to agents/ customers if shipments are to port? Follow up with operations to ensure shipments get out for delivery timely? Check GSU to ensure that all the mandatory milestones are updated within the set timeframe? Create simplified/ local work instructions for both CS and operations to follow based on SOP by Account Owners? Respond to ad-hoc rate requests direct from customers by coordinating with sales on the rates to propose. This will include following up with the sales team to ensure that a sales representative is appointed to take over the customer.? Take customers feedbacks/ complaints, documenting the same in the record and escalating to the Supervisor for advice and resolution.? Maintain issue logs for accounts handled and ensuring all issues are attended and responded to timely with proper documented evidence.? Ensure that all existing customers requirements as notified to CS directly by the customers, will be disseminated to Ops, Sales and management and will be adhered to by them.? Attend relevant customer meetings as required of the business, with the presence of the CS Manager, Sales or Account Managers.? Provide feedbacks or intelligence with relevance to the accounts handled, with customer retention in mind.? Any other ad-hoc customer service related activities as and when assigned by the Supervisor or Manager.? Be familiar with FAMS and key shipments’ data into FAMS with highly speed & lower error.? Follow up routine order customer , such as keep communication, provide standard pricing etc

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