Ma Joy Antonette Dioquino

First contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
Generate trade documentation to support all export sales
Liaise with Customers to ensure all customer expectations are met for a timely efficient order delivery including invoice payment with the agreed payment terms
Monitor all shipments to ensure customers are updated and their delivery requirements are met
Liaise with shipping lines for the generation of Bills of Lading, freight payments and shipment tracking
Liaise with logistics providers on all operational issues relating to trucking and consolidation of product
Support the sales and planning process by working closely with the Marketing team
Support the onsite planning and scheduling by close collaboration with the production and operations teams
Provide backup support for the planning, scheduling, and shipment of export sales orders
Liaise with the relationship banks for the negotiation of trade documents under selected payment terms
Deal directly with customers either by telephone, electronically or face to face
Monitor the team’s progress, identify shortcomings and propose improvements.
Ensure customer satisfaction and provide professional customer support.
Maintaining a positive, empathetic and professional attitude toward customers.

Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
Take and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
Good knowledge of forwarding products, DGF Products (AFR/ OFR) and business systems
Deal directly with customers either by telephone, electronically or face to face
Develops relationship with allocated customers
Accepts all orders (from customer or overseas office) and processes them for handover to Operations
Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
Provides spot quotations and closes contract
Takes and handles customer inquiries, e.g. Track and Trace
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle inquiries and complaints
Perform customer verifications
Process orders, forms, applications and requests
Direct requests and unresolved issues to the designated resource
Manage customers' accounts
Keep records of customer interactions and transactions
Record details of inquiries, comments, complaints and details of actions taken
Communicate and coordinate with internal departments
Follow up on customer interactions

My main responsibilities involve processing, shipment & invoices of sales orders which we receive from our clients. As a Senior Sales Support Executive / Senior Customer Service Executive / Senior Freight & Exports Coordinator I deal extensively in co-ordination with Sales & Marketing personnel and the Outbound Logistic teams to ascertain estimated time of arrival of products from our international principals & suppliers. My responsibilities also include handling of pricing issues and providing relative information about the product portfolio to clients.
CUSTOMER SERVICE:
Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle inquiries and complaints
Perform customer verifications
Process orders, forms, applications and requests
Direct requests and unresolved issues to the designated resource
Manage customers' accounts
Keep records of customer interactions and transactions
Record details of inquiries, comments, complaints and details of actions taken
Communicate and coordinate with internal departments
Follow up on customer interactions
EXPORTS: Independently Managing the Exports which include:
Tracking Shipment.
Exports: Independently managed Exports from Dubai to Far East, Middle East, Kingdom of Saudi Arabia, Iran, Iraq, Muscat, Qatar, Persian Gulf, South Asia Countries, Singapore, Malaysia, Far East Asia, also handled all export documentation. Reporting directly to the Logistics Manager.
Managing Exports of the Company.
Documentation- Preparation of all Customs Documents viz. Release Documents to be given to DP World Port.
Export Bill, export invoices and Customer Services.
Interacting & Negotiations with Sea Freight Forwarders, Couriers, Road Transport Company- planning & costing.
Track Shipments, Follow up Shipments arrivals, arranging containers/ loading for Exports,
Follow up of Pending Shipments with Shippers, updating Pending Orders reports,
Shipment reports, Monthly allocation after looking the various locations stock movement and requirements of various customers/shippers.
Co-ordinate with the sales department. Regular updates to Sales Personnel on Shipment Arrivals to facilitate better sales planning.
Co-ordinate with Operations Department. Updating personnel in advance the dates on which how many containers needed by the shippers for planning storage facility.
Handling Negotiations with Shipping Companies for freight and Services required for our Export from Dubai to Far East, Middle East, Kingdom of Saudi Arabia, Iran, Iraq, Muscat, Qatar, Persian Gulf, South Asia Countries, Singapore, Malaysia, Far East Asia.

ACCOUNTS:
Keeping tab over the credit limits.
Raising Invoices & Statement of Account
Ensured that all payments (cash, cheque) are received or processed prior to delivery and all are properly billed according to the signed contract/agreement.
Provide necessary documents to the accounts.
Submitted all invoices to the sales / accountants with the required attachments.

My main responsibilities involve processing, shipment & invoices of sales orders which we receive from our clients. As a Senior Sales Support Executive / Senior Customer Service Executive / Senior Freight & Exports Coordinator I deal extensively in co-ordination with Sales & Marketing personnel and the Outbound Logistic teams to ascertain estimated time of arrival of products from our international principals & suppliers. My responsibilities also include handling of pricing issues and providing relative information about the product portfolio to clients.
CUSTOMER SERVICE:
Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle inquiries and complaints
Perform customer verifications
Process orders, forms, applications and requests
Direct requests and unresolved issues to the designated resource
Manage customers' accounts
Keep records of customer interactions and transactions
Record details of inquiries, comments, complaints and details of actions taken
Communicate and coordinate with internal departments
Follow up on customer interactions
EXPORTS: Independently Managing the Exports which include:
Tracking Shipment.
Exports: Independently managed Exports from Dubai to Far East, Middle East, Kingdom of Saudi Arabia, Iran, Iraq, Muscat, Qatar, Persian Gulf, South Asia Countries, Singapore, Malaysia, Far East Asia, also handled all export documentation. Reporting directly to the Logistics Manager.
Managing Exports of the Company.
Documentation- Preparation of all Customs Documents viz. Release Documents to be given to DP World Port.
Export Bill, export invoices and Customer Services.
Interacting & Negotiations with Sea Freight Forwarders, Couriers, Road Transport Company- planning & costing.
Track Shipments, Follow up Shipments arrivals, arranging containers/ loading for Exports,
Follow up of Pending Shipments with Shippers, updating Pending Orders reports,
Shipment reports, Monthly allocation after looking the various locations stock movement and requirements of various customers/shippers.
Co-ordinate with the sales department. Regular updates to Sales Personnel on Shipment Arrivals to facilitate better sales planning.
Co-ordinate with Operations Department. Updating personnel in advance the dates on which how many containers needed by the shippers for planning storage facility.
Handling Negotiations with Shipping Companies for freight and Services required for our Export from Dubai to Far East, Middle East, Kingdom of Saudi Arabia, Iran, Iraq, Muscat, Qatar, Persian Gulf, South Asia Countries, Singapore, Malaysia, Far East Asia.

ACCOUNTS:
Keeping tab over the credit limits.
Raising Invoices & Statement of Account
Ensured that all payments (cash, cheque) are received or processed prior to delivery and all are properly billed according to the signed contract/agreement.
Provide necessary documents to the accounts.
Submitted all invoices to the sales / accountants with the required attachments.

Directly reporting to the Head of Relations & Shipping Director.
Monitors/set and update the appointments/meetings for the Head of Relations & Shipping
Director.
Handle the entire administration functions & ensure smooth flow of communications.
Manage travel arrangements, either directly or through travel agencies (flight bookings, hotels,
Transfers, transit visas, itineraries/travel orders).
Coordinates with courier companies on the smooth flow of communications & receipts of
Materials.
Administrates the procurement of stationeries and other supplies.
Maintain leave records for all departments
Inquires for the available stocks of the suppliers for the preparation of purchase order.
Assist Prepare short/standard memos, letters, reports, graphs or charts required by the
Section/department and maintain the necessary files in order to initiate and follow up action.
Assist in typing and printing of all documents, memos, circulars and reports whenever needed.
In charge of total workplace cleanliness and renovation.
Performed other secretarial functions to the General Manager.
Conversed personally with hotel representatives regarding company requirements and negotiate a corporate account.
Screened and processed telephone inquiries by routing it to the appropriate official in the absence of the front liners

Directly reporting to the Head of Relations & Shipping Director.
Monitors/set and update the appointments/meetings for the Head of Relations & Shipping
Director.
Handle the entire administration functions & ensure smooth flow of communications.
Manage travel arrangements, either directly or through travel agencies (flight bookings, hotels,
Transfers, transit visas, itineraries/travel orders).
Coordinates with courier companies on the smooth flow of communications & receipts of
Materials.
Administrates the procurement of stationeries and other supplies.
Maintain leave records for all departments
Inquires for the available stocks of the suppliers for the preparation of purchase order.
Assist Prepare short/standard memos, letters, reports, graphs or charts required by the
Section/department and maintain the necessary files in order to initiate and follow up action.
Assist in typing and printing of all documents, memos, circulars and reports whenever needed.
In charge of total workplace cleanliness and renovation.
Performed other secretarial functions to the General Manager.
Conversed personally with hotel representatives regarding company requirements and negotiate a corporate account.
Screened and processed telephone inquiries by routing it to the appropriate official in the absence of the front liners