Customer Service Executive
RAK Logistics LLC
Total years of experience :18 years, 5 Months
1) Responsible for opening new jobs and maintain report/tracking system.
2) Notify shippers, consignees, agents, or customers for vessel’s sailing & arrival.
3) Attend to and follow-up on customers’ enquiries and requests.
4) Manage in most effective way upset customers, conflicts and challenging situations.
5) Adjust complaints and referring service failures to designated provider for investigation.
6) Ensure consignees/agents at destination received all the required documents in releasing the cargo prior to arrival of the vessels.
7) Ensure all necessary information for each shipment is communicated effectively to all logistics coordinators and team members through the appropriate communication channel.
8) Provide highest quality service with the goal of exceeding customer expectations.
1) Prepare product wise technical submittals & reply to consultant's comments in accordance with project requirements, specifications and standards.
2) Book Purchase Orders as per product place of fabrication and prepare Proforma Invoice for each PO as necessary.
3) Submit midmonth and end month detailed sales report by area, product & sales source categories to the Group General Manager.
4) Receive customer's inquiries and distribute to the appropriate sales person along with company serialized reference number. Submit a monthly inquiry report to the Group Business Development Manager with updated quotation value & date from Sales Department.
5) Enter daily production time sheets in the system as per attained time for each job. Process daily time in & time out of all employees using OnTime Attendance Processing Program.
6) Maintain updated record of all incoming & outgoing documents and their distributions. Including arrangement of courier pick-ups, request for shipment rates, track shipments online or thru courier customer service over the phone and any other inquiries.
7) Answer all incoming calls and handle caller’s inquiries whenever possible.
8) Dial international calls/faxes & maintain monthwise record of international calls/faxes rendered by all staff.
9) Responsible for company central filing.
10) Prepare letters & type BOQs, schedules, project specification, delivery tickets & invoice delivery notes in excel and/or word format.
1) Prepare export documents in accordance with established procedures and guidelines.
2) Read all documents and finalize carrier Bill of Ladings in accordance with L/C and/or shipper’s instructions.
3) Ensure the customer is provided with excellent service throughout the export process including quick response to their inquiries.
4) Handle complicated and short transit destinations.
5) Resolve Bill of Lading issues.
6) Ensure compliance and recommend amendments where necessary.
7) Track shipments and coordinate with appropriate departments.
8) Conduct performance reviews, assign work and train new employees.
9) Re-direct calls as appropriate and take adequate messages when required.
10) Welcome customers and visitors and directing them appropriately.
11) Organize incoming and outgoing documents accordingly.
12) Check fax machine for incoming faxes & delivers to appropriate personnel.
13) Assist the Executive Director / CEO and other staff as requested.
14) Maintain and prepare inventory reports of the office supplies/stationeries.
15) Prepare Local Purchase Orders.
16) Responsible for filing and controlling confidential documents of the administration.
17) Performs variety of clerical work and other duties as assigned.