CUSTOMER EXPERIENCE- CX
MARSK
Total years of experience :8 years, 4 Months
Integrated CX for ADIDAS Key Account
Carrier Management
• Customer Service Experience Role in Adidas account.
• Responsible for carrier’s management, schedule checking, allocation adjustment to ensure space reserve & booked, choose best transit time, Mother Vessel (2nd leg, 3rd leg) connection, and so on.
• Choose and plane the POL, POD, ETD & ETA as per the cargo ready to ship out and need to receive in destinations for clients.
• Cooperate with shipping lines for early gate in, vessel change, vessel omission, port conjunction, detention & demurrage.
• Being as an Integrated Customer Experience (ICX) for in-house carrier Maersk for adidas account.
• Checked and prepare for shipping documents for the gate in/out process of containers getting smoothly.
• Prepared in advance and worked with the internal team for the inland tracks arrangement for pick up containers, gate in to CFS warehouse, POL and booked vessels.
• Verifying CFS Capacity and WHS Inventory, prepare and provide loading plans, stuffing plans to warehouse team.
• Prepared regular reports on Team Operations Overview and give visibility for Clients and PM.
• Lead and initiate projects for making the best supply flow, operation flow & cost optimizing.
• Handle for the charges of warehouse storage, documentations, detentions & demurrage charges by cooperate with finance operation team for create PO/BD.
• Make the operation and process flows to be optimize by bring ides for creation of automations and work together with CI automation team.
Documentation Team / Lead Logistics Delivery Agent - H&M Key Account
Operation Specialist
• Worked in operation & documentation team for H&M Account.
• Fulfill shippers quarries and complain related with shipping documents, COO, FCR and BL.
• Handle and provide shipping documents for smooth clearance process in different destinations for Sea and Air Shipment.
• Check shipping documents, BL, COO and Form receive from shippers and share back by uploading in system to destination teams as per require timelines and accuracy.
• Monitor the system team for getting accurate and on time Documents.
• Responsible for Rate Sheets Preparation in every tender time start, BD PO creation for the 3PL nominated accounts.
• Cooperate with local finance team for payment follow up.
• Represent team for Cooperate with others internal & External Stakeholders.
• Cooperate with teams from different countries for supply flow getting smooth from origin to destination.
• Initiated for the process flow to get more efficient with digital support by creating Macros & Automations.
• Working in a trading Company which are doing Import products from India, Hongkong, Italy and Malaysia for Food Flavor & Fragrance.
• In charge of carrying out market research, making plans for potential clients, and continuously tending to the needs of current clientele.
• Among the duties were market research, market trends, data analysis, customer hunting, and customer care.
• Provide competitive market research and trends for FMCG for customers.
• Cooperate with Origin Countries of the product, Provide forecast for the orders & Market Situation
• Connect with Origins team for the products acknowledges. Give back trainings & products testing to customers.
• Lead the projects as an initiator & coordinator between customers & Clients. Arranged meeting, provide customers’ needs until the execution of the project.
• Prices Negotiations with clients for the products order.
• Request & Prepare Quotations, Sales Contracts for shippers.
• Doing digital marketing by creating contents, photos & videos.
• Plan & provide samples of fragrances and flavors for customers testing.
• Prepared reports for sales visits and market research for team visibility.
• Handle inquiries & complaints from customers by phone call, email and met in-person.
• Planned Stocks Inventory, Order Collection, raise PO & tracking the goods not to have out of stocks.
• Checking shipments route, plan shipment lead time make sure the goods arrive on time.
• Arrange products samples & require documents for apply import license, FDA and customs inspection.
• Collect documents of PO, Packing Lists, MSDS, COO from origins team for customs clearance.
• Support finance team with require shipping document for payment TT & LC payment terms.
• Connecting inland track operators for deliver shipment from ports to warehouse.
• Planed daily delivery lists for the goods need to send to customers.
• Cooperate with third parties' logistics Agent for ensure to have goods flow smoothly.
Graduated bachelor's degree in science with Physics specialization.