{"id":3383,"date":"2018-03-23T03:27:01","date_gmt":"2018-03-22T20:27:01","guid":{"rendered":"https:\/\/hoasen.ntc33.net\/dnvl\/onedamco-job-description-solutions-customer-service-executive\/"},"modified":"2023-10-05T08:42:20","modified_gmt":"2023-10-05T01:42:20","slug":"onedamco-job-description-solutions-customer-service-executive","status":"publish","type":"post","link":"https:\/\/ntc33.net\/dnvl\/onedamco-job-description-solutions-customer-service-executive\/","title":{"rendered":"OneDamco Job Description \u2013 Solutions Customer Service Executive"},"content":{"rendered":"<\/p>\n<div class=\"profile-sv\">\n<div class=\"row\">\n<div class=\"col-xs-12 col-md-12\">\n<p>      <span property=\"dc:title\" content=\"OneDamco Job Description \u2013 Solutions Customer Service Executive\" class=\"rdf-meta element-hidden\"><\/span>\t<\/p>\n<div class=\"clearfix\"><\/div>\n<section>\n<div class=\"title-step\">\n<div class=\"row\">\n\t\t\t\tTh\u00f4ng Tin Tuy\u1ec3n D\u1ee5ng\n\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"body-step\">\n<div class=\"row\">\n<div class=\"col-md-6 col-sm-6\">\n<div class=\"item\">\n<div class=\"field field-name-field-noi-lam-viec-2 field-type-text field-label-inline clearfix\">\n<div class=\"field-label\">N\u01a1i l\u00e0m vi\u1ec7c:\u00a0<\/div>\n<div class=\"field-items\">\n<div class=\"field-item even\">TP. H\u1ed3 Ch\u00ed Minh<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"col-md-6 col-sm-6\">\n<div class=\"item\">\n<div class=\"field field-name-field-muc-luong field-type-text field-label-inline clearfix\">\n<div class=\"field-label\">M\u1ee9c l\u01b0\u01a1ng:\u00a0<\/div>\n<div class=\"field-items\">\n<div class=\"field-item even\">Th\u1ecfa Thu\u1eadn<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"col-md-6 col-sm-6\">\n<div class=\"item\">\n<div class=\"field field-name-field-so-luong-tuyen-dung field-type-text field-label-inline clearfix\">\n<div class=\"field-label\">S\u1ed1 l\u01b0\u1ee3ng tuy\u1ec3n d\u1ee5ng:\u00a0<\/div>\n<div class=\"field-items\">\n<div class=\"field-item even\">1<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"col-md-6 col-sm-6\">\n<div class=\"item\">\n<div class=\"field field-name-field-thoi-han-nhan-ho-so field-type-datestamp field-label-inline clearfix\">\n<div class=\"field-label\">Th\u1eddi h\u1ea1n nh\u1eadn h\u1ed3 s\u01a1:\u00a0<\/div>\n<div class=\"field-items\">\n<div class=\"field-item even\"><span class=\"date-display-single\" property=\"dc:date\" datatype=\"xsd:dateTime\" content=\"2018-04-30T00:00:00+07:00\">30\/04\/2018<\/span><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/p><\/div>\n<\/section>\n<p><\/p>\n<section>\n<div class=\"title-step\">\n<div class=\"row\">\n\t\t\t\tY\u00eau c\u1ea7u c\u00f4ng vi\u1ec7c\n\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"body-step\">\n<div class=\"item\">\n<div class=\"field field-name-field-mo-ta-cong-viec field-type-text-long field-label-above\">\n<div class=\"field-label\">M\u00f4 t\u1ea3 c\u00f4ng vi\u1ec7c:\u00a0<\/div>\n<div class=\"field-items\">\n<div class=\"field-item even\">\n<ul>\n<li>Focus on the key Customer Service Drivers:<\/li>\n<\/ul>\n<ul style=\"list-style-type:circle\">\n<li>Easy to Business with;<\/li>\n<li>Timely Delivery of Documents;<\/li>\n<li>Pro-Active Notification;<\/li>\n<li>Exception Management ;<\/li>\n<li>Efficient claim handling<\/li>\n<\/ul>\n<ul>\n<li>Booking with vendors\/ shippers<\/li>\n<li>Planning with vendors\/ shippers (Vendor coordination)<\/li>\n<li>Query Resolution with shippers\/ Customers\/ Key Account Managers- ensure timely resolution and response to customers.<\/li>\n<li>Responsible for cross sell\/up sell, customer retention.<\/li>\n<li>Follow up on the Outstanding bookings &amp; query resolution<\/li>\n<li>Prepares contracts and charge structures in line with the Damco Policy<\/li>\n<li>Record and report the performance of\u00a0 the designated set of Solutions Customers that help provide suitable recommendations on :<\/li>\n<\/ul>\n<ul style=\"list-style-type:circle\">\n<li>Service delivery wins<\/li>\n<li>Service failures<\/li>\n<\/ul>\n<ul>\n<li>Work with the KAMs\/ Commercial team to establish and strengthen customer relationships.<\/li>\n<li>Comply to specific customer SOP and monitor respective KPIs<\/li>\n<li>Execute reports assigned by Assistant Manager\/Manager<\/li>\n<\/ul>\n<p><strong>Expectations from the Role <\/strong><\/p>\n<p><strong>Booking &amp; P.O. Management<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Coordinate with suppliers and customers to receive and confirm the P.O. details<\/li>\n<li>Validate details of open P.O. reports as per defined timelines<\/li>\n<li>Coordination with suppliers to ensure booking of open P.O.&#8217;s on system<\/li>\n<li>Ensure all bookings\/FCR\/CLR are done through operational coordination<\/li>\n<li>Validation of booking confirmation &amp; shipping order details<\/li>\n<li>Exception management related to\u00a0 receipt and verification of P.O. details, validation and confirmation of booking<\/li>\n<li>Ownership of accounts receivable through coordination with the FACT-OTC team<\/li>\n<li>Ensure no data quality errors in MODS<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><strong>Quality Management<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Execute\u00a0 and deliver on local initiatives<\/li>\n<li>Ensure compliance to internal &amp; external audit controls<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><strong>Follow-up\u00a0 &amp; Query Resolution<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Ensure that P.O. s\u00a0 are delivered on time<\/li>\n<li>Dispatch of invoices &amp; Follow up on the Outstanding<\/li>\n<li>Ensure integrity of data entered into the system.<\/li>\n<li>Follow-up with the Ops team for\u00a0 timely resolution of customer issues and queries and ensure that timely response is received by the customers<\/li>\n<\/ul>\n<p><strong>Customer Relationship Management<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Develop an understanding of the customer\u2019s business &amp; needs<\/li>\n<li>Identify cross sell\/up sell opportunities to aid customer stickiness and retention.<\/li>\n<li>Provide regular updates to commercial team on cross-sell\/ up-sell opportunities<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><strong>Information Management<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Update Customer Pricing Database<\/li>\n<li>Update Claims Register<\/li>\n<li>Maintain Customer Master Data<\/li>\n<li>Maintain Contract Register &amp; Contractual Records<\/li>\n<li>Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation \/ resolution, and variation approval<\/li>\n<\/ul>\n<p>Create Customer KPI Reports<\/p>\n<p><strong>Operational knowledge &amp; Customer Service Experience<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Have experience in a large Operations \/ Customer service teams in the Logistics sector is a plus<\/li>\n<li>Working knowledge of FACT, MODS<\/li>\n<\/ul>\n<ul style=\"list-style-type:circle\">\n<li>Familiarity with Damco Policies and Processes relating to the following is preferred :\n<ul>\n<li>Customer Service Quality Standards, Quotation Standards and Pricing Policy<\/li>\n<li>Processes relating to credit approval process, invoicing \/ dunning<\/li>\n<li>Forwarding Products including VAS, Insurance, etc.<\/li>\n<li>Trade Lane Management process, including procurement process, allocation management process, Preferred Carriers , and Carrier charge structure<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Communication Skills<\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Excellent communication skills and the ability to communicate confidently<\/li>\n<\/ul>\n<p><strong>Drive for Results <\/strong><\/p>\n<ul style=\"list-style-type:circle\">\n<li>Passion to drive closures &amp; high level customer service orientation<\/li>\n<li>Well organized when working under pressure<\/li>\n<\/ul>\n<p>Team player \u2013 Works together with others in the business unit to achieve results, fosters teamwork<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/p><\/div>\n<\/section>\n<section>\n<div class=\"title-step\">\n<div class=\"row\">\n\t\t\t\tTh\u00f4ng tin kh\u00e1c\n\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"body-step\">\n<div class=\"field field-name-field-thoi-gian-phan-hoi-ket-qua field-type-text field-label-inline clearfix\">\n<div class=\"field-label\">Th\u1eddi gian ph\u1ea3n h\u1ed3i k\u1ebft qu\u1ea3 ph\u1ecfng v\u1ea5n (d\u1ef1 ki\u1ebfn):\u00a0<\/div>\n<div class=\"field-items\">\n<div class=\"field-item even\">2 &#8211; 3 ng\u00e0y<\/div>\n<\/div>\n<\/div><\/div>\n<\/section>\n<section>\n<div class=\"title-step\">\n<div class=\"row\">\n\t\t\t\tLi\u00ean h\u1ec7 v\u00e0 n\u1ed9p h\u1ed3 s\u01a1\n\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"body-step\">\n\t\t\tB\u1ea1n kh\u00f4ng c\u00f3 quy\u1ec1n xem th\u00f4ng tin n\u00e0y. Vui l\u00f2ng <strong><a style=\"color: #086cc3\" href=\"https:\/\/qhdn-csv.hoasen.ntc33.net\/user\" target=\"_blank\" rel=\"noopener\">\u0110\u0103ng nh\u1eadp<\/a><\/strong> ho\u1eb7c <strong><a style=\"color: #086cc3\" href=\"https:\/\/qhdn-csv.hoasen.ntc33.net\/node\/673\" target=\"_blank\" rel=\"noopener\">\u0110\u0103ng k\u00fd<\/a><\/strong>      <\/p><\/div>\n<\/section>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Th\u00f4ng Tin Tuy\u1ec3n D\u1ee5ng N\u01a1i l\u00e0m vi\u1ec7c:\u00a0 TP. H\u1ed3 Ch\u00ed Minh M\u1ee9c l\u01b0\u01a1ng:\u00a0 Th\u1ecfa Thu\u1eadn S\u1ed1 l\u01b0\u1ee3ng tuy\u1ec3n d\u1ee5ng:\u00a0 1 Th\u1eddi h\u1ea1n nh\u1eadn h\u1ed3 s\u01a1:\u00a0 30\/04\/2018 Y\u00eau c\u1ea7u c\u00f4ng vi\u1ec7c M\u00f4 t\u1ea3 c\u00f4ng vi\u1ec7c:\u00a0 Focus on the key Customer Service Drivers: Easy to Business with; Timely Delivery of Documents; Pro-Active Notification; Exception Management ; Efficient claim handling Booking with vendors\/ shippers Planning with vendors\/ shippers (Vendor coordination) Query Resolution with shippers\/ Customers\/ Key Account Managers- ensure timely resolution and response to customers. Responsible for cross sell\/up sell, customer retention. Follow up on the Outstanding bookings &amp; query resolution Prepares contracts&#8230;<\/p>\n","protected":false},"author":2,"featured_media":3384,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[22],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/posts\/3383"}],"collection":[{"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/comments?post=3383"}],"version-history":[{"count":1,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/posts\/3383\/revisions"}],"predecessor-version":[{"id":10907,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/posts\/3383\/revisions\/10907"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/media\/3384"}],"wp:attachment":[{"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/media?parent=3383"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/categories?post=3383"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ntc33.net\/dnvl\/wp-json\/wp\/v2\/tags?post=3383"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}