Senior Customer Service Representative/Customer Service Representative (Export)

Purpose of the function:

1. The Senior Customer Service Representative function is 50% managerial and 50% operational. Responsible for running the daily operations of the Operations Department and processing the assigned orders efficiently. Manage customers at operational level, ensure documentation is up to date, and deal with questions and/or problems involving day to day operational activities.

2. The Customer Service Representative is responsible for managing customer accounts at an operational level, entering and processing assigned orders according to the procedures, ensuring that all documentation is up to date and dealing with questions and/or problems involving operational activities.

Organizational Position:

Both Senior Customer Service Representative/Customer Service Representative will report to the Operations Supervisor & General Manager.

Responsibilities:

• Senior CSR

  • Leadership

    Responsible for the operational process and progress monitoring and discuss the operational activities with the Supervisor & General Manager.

    Instruct and support Customer Service Representatives in the daily work.

    Monitor KPIs and quality daily and instruct Customer Service Representative to act on deviations.

    Ensure that processes, directives and procedures are followed, according to the one way of working standard.

    Agree, if necessary, how to prioritise the workload with the Supervisor.

• Senior CSR + CSR

  • Improvement

    Identify developments, opportunities and problems in relation to the work processes, guidelines, and procedures and report to the Supervisor & General Manager.

    Assist in developing and implementing process-, procedural- and IT-related improvements.

    Ensure that supplier non-conformities are documented and resolved on time.

  • Manage Operational Relationships

    Operational contact for customers and suppliers, regarding the progress and the quality of the operational activities.

    Build a network with existing customers.

    Resolve standard operational questions and problems and if necessary, consult the Supervisor & General Manager.

    Monitor, resolve and perform root cause analysis on supplier disputes.

  • Order Planning

    Operational and administrative handling of orders, including order entry and arrange transport when required.

    Handle first order routine process for new customers / lanes. Make sure all information is available before handing over.

    Ensure that actual costs of the initial order are in conjunction with the actual costs on job level.

    Check files financially on correctness, completeness and timeliness.

    Prepare documentation relating to the shipments and provide information to internal and/or external parties.

    Inform customers and/or other relevant authorities about deviations of shipments and loading instructions of a transport.

  • Administration

    Responsible for producing and/or checking of all transport documents.

    Register arrival/departure and any irregularities before, after and during the transport. Collect all relevant information.

    Build and archive complete transport files.

    Ensure that actual costs of the initial order are in conjunction with the actual costs on job level. Report any deviations to the Supervisor & General Manager.

    Create agreed invoices including any extra costs for customers.

    Report progress and submit reports to the Supervisor & General Manager.

    Perform work outside the indicated result area as and when deemed necessary by NewPort management.

Requirements:

• Senior: Minimum 4-5 years working experience in a similar capacity.
• Junior: Minimum 1-3 years working experience in a similar capacity.
• Diploma/Degree in logistics or Business administration or equivalent.
• Computer Literature.
• Knowledge of international transportation business.
• Experience in shipping, freight forwarding, tank containers shipping in import & export is preferred.
• Able to adapt fast and comfortable with working on in house system.
• Able to cope in fast-paced environment.
• Multitasking prerequisite.
• Fluent in English, both written and oral.
• Meticulous and responsible for the profit or loss of the orders.
• Able to work independently, self-motivator and a team player.
• Possess excellent interpersonal and communication skills to deal with people in different level/department.
• Team player mentality.
• Plus, point for those who possess ISO Tank knowledge.
• Preference for those in Shipping Line industry, in particular areas of transshipment, customer service, export documentations, however, no relevant experience can be considered.

Please submit your job application, resume, and indicate your expected salary.