Customer Service Executive (Air Freight)

Now part of the logistics division of the CMA CGM Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.

A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contribute to the freight purchasing strategy and provide end-to-end flow management, while seeking to optimize, time to market and reduce the carbon footprint of transport operations.

About the role

With growing customer accounts and demands in Aerospace, we are assembling a team of Customer Service Executives to deliver visibility, proactivity, optimization and high level of customer satisfaction to our major Aerospace account. Based in our Subang Jaya 4PL hub, the team of Customer Service Executives will be rostered in 4 shifts to ensure 24/7 availability to meet our customers' needs.

1. Process customer’s orders/inquiries timely and accurately.
2. Ensure customer’s orders are dispatched in the best route (transport plan) to optimize freight cost.
3. Liaison with multiple parties including customers, overseas agents, etc for freight handling and/or other matters.
4. Handle shipping documentation (import/export / BL / documentation).
5. Ensure compliance with customer’s Standard Operating Procedure.
6. Communicate discrepancies/issues to team supervisor/manager when necessary.
7. Consistently monitor emails and respond in a timely and professional manner to Customers and Appointed Service providers to provide full visibility to Customers.
8. Responsible and familiarize with track & trace systems (LINK).
9. Continuous update through communications on current statuses from Bollore network, international carriers, and subcontractors, troubleshooting any irregularities, and well-prepared to construct information flows smoothly and timely to customers.
10. Proactively request service failure reasons from the service providers' network and update Customers in the event of any service deviation from standard transport mapping.
11. Ensure that contractual rates and agreed plans are always closely followed and aligned with Customers’ expectations.
12. Work closely with OPM/RCM in preparing business review materials on a periodic basis (monthly & quarterly).
13. Lead periodic conference calls with the Customer's Control Tower or Key Contacts in reviewing the Dashboard Reports and time-critical shipments.
14. Active participation in business reviews together with OPM/RCM to present our contractual performance and identify common service issues.
15. With the support of peers, able to relate to the customer in transposing recurrence service issues.
16. Carrying out any other ad-hoc work instruction requests made by the supervisor/manager.

The successful candidate

• Experience in transport management / freight forwarding (air operations).
• Knowledge in flow management/control tower / IFF contract operations management / key accounts.
• Knowledge in freight forwarding, AOG and oversize cargo will be an advantage.
• Excellent command of written and spoken English.
• Must be willing to work on a 24/7 rotational shift.
• Customer centric mindset.