I. Key responsibilities:
► Customer service for Global Accounts:
1. Take care of all the requests from Corporate Accounts (CA) and Corporate Account Candidates (CAC), develop a solid and trusting relationship between major Corporate Accounts and KWE
2. Receive booking plan and follow up with booking team to send timely booking confirmation to customers, closely tracing cargo to meet SLA.
3. Coordinate and consult with KWEVN HQ, Regional HQ, and Global offices for new RFQ packages by providing analysis of the customer‘s and competitors’ assessment, and recommending the ideals of maintenance and development.
4. Submit RFQ rate to overseas or offer directly to customers upon request
5. Set up SOP for new business and update SOP on a regular basis when business is expanded or whenever there are any changes
6. Coordinate and corporate with regional team and operation departments to meet key accounts’ KPI and to solve any arising issues related to the shipments, report to the management directly for a suitable and timely solution then follow up the results and record as regulation forms
7. Negotiate contracts for Corporate Accounts and meet established deadlines for the fulfillment of each client‘s long-term goals
8. Monitor internal billing, ensure the accuracy, completed and timely submission of billing data, and follow up AR with customers
9. Make regular reports to the regional team, customers, and managers upon request
► Operation monitoring
10. Create a common S/I for each transportation mode or service.
11. Instruct operation teams to follow customer’s requests
12. Monitor operation teams to update shipment status, booking status…. (in case the operation team does not respond in a timely manner)
13. Input daily shipping plan sheet for Booking and Operation team to follow.
► Others
14. Upsell for the current businesses, ad-hoc rate for the new inquiries as well as cross-sell to Tier2, Tier3 suppliers of the existing Corporate Accounts
15. Input activities and deals to CRM system
16. Perform customer verifications
17. Maintain customer databases
18. Visit customers in order to know them more and make a good relationship from the view of OPS
19. Update market trends, new regulations or circulars to customers
20. Attend regular meetings, conferences, workshops conducted by clients or HQ offices
► Customer Satisfaction Survey
21. Make regular customer satisfaction survey report
22. Extra tasks may be given depending on the specifics of the customers.
II. Requirements:
- Bachelor degree
- Tertiary qualifications with relevant work experience or knowledge of forwarding, logistics industry processes and practices.
- Knowledge of KWE’s products and services.
- Experience in using the system for bookings, documentation, shipping document insurance, intranet.
- Experience with all aspects of operation procedures.
- Others
II. Working conditions & Benefits:
- Working Place: 14th floor, Bluesky Office, 1 Bach Dang, Tan Binh, Ho Chi Minh City
Working time: AM – PM from Monday to Friday
- Net salary: Negotiation
- Insurance: 24 hours insurance, Social insurance, Health Care insurance
- Other policies: Yearly travel, year-end party...