Customer Service Executive (Logistics)
- Malaysia
- Tetap
- Sepenuh masa
- Monitor the OperationalWorkflow to Ensure a Full Supply Chain Visibility to the Customer
- Follow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors….)
- Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)
- Alert the customer team pro-actively in case of deviation and propose backup solutions
- Integrate manually, in dedicated IT solution, the Transport Request, if necessary
- Arrange alternative in case preferred carrier is unavailable
- Take corrective actions in case of missing pre-alerts
- Receive and control customer bookings according to the processes in place
- Check optimizations from optimizer if applicable, propose consolidation options.
- Report on data quality
- Provide clarifications and/or missing information
- Communicate & confirm arrangement to origin
- Deliver Customer Satisfaction
- Manage and supports order management to ensure the best possible service level
- Meets deadlines and ensures completion of customer service tasks within the expected time frames
- Ensure a consistent and pro-active communication flow with the customer
- Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
- Prioritizes, resolves and/or escalates issues to secure the customer's interest
- Represent Prism internally and externally
- Use the tools and communication to react to customer requests
- Act as single point of contact for the customer
- Identify and record savings (benefits tracking) delivered to the customers.
- Provide his/her expertise in transportation management
- Use of the technologies to be more efficient and work with the CBS
- Contribute to improve Partners and Vendor performance
- Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
- Monitor the good deployment and efficiency of new operational practices with the 3PLs
- Contribute to formalize the SOP
- Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
- Set up and Monitor corrective action plans in agreement with the 4PL HUB manager
- Manage operational quality
- Receive non-conformities and complaints and log these in a database
- Conduct root cause analysis on logged issues
- Categorized all non-conformities & complaints using standardized issue codes and reason codes
- Capture claims through non-conformities & complaints management process
- Assess of potential claims and recommendation to the customer
- Assign corrective actions to relevant parties and follow up
- Escalate claim to concerned party
- Conduct 8D analyses for complex claims
- In case of financial damages follow up with 3PL and insurance until financial settlement
- Operate spot quotations
- Define requirements
- Get spot quotation from the 3PL's panel
- Select provider
- Maintain spot quotation database / matrix
o Experience in transport management / freight forwarding (air operations)
o Proven track record in a similar role, ideally in a Control Tower of 4PL environment
o Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
o Excellent command of written and spoken English
o Must be willing to work on a 24/7 rotational shift
o Customer centric mindset
o Excellent communication
o Team player
o Solution finder
o Rigorous
o Excellent interpersonal skills
o Thoroughness
o Organized
o Responsive
o Excellent in written and verbal English