Monroe Consulting Group Malaysia, an executive recruitment firm is partnering with an international 4PL logistics and supply chains company to hire a Customer Service Executive. This role is responsible in delivering visibility, optimization and high level of satisfaction to the company's major accounts. This opportunity is based in Subang Jaya, Selangor.
Job Responsibilities:
- Monitor the OperationalWorkflow to Ensure a Full Supply Chain Visibility to the Customer
- Follow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors….)
- Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)
- Alert the customer team pro-actively in case of deviation and propose backup solutions
- Integrate manually, in dedicated IT solution, the Transport Request, if necessary
- Arrange alternative in case preferred carrier is unavailable
- Take corrective actions in case of missing pre-alerts
- Receive and control customer bookings according to the processes in place
- Check optimizations from optimizer if applicable, propose consolidation options.
- Report on data quality
- Provide clarifications and/or missing information
- Communicate & confirm arrangement to origin
- Deliver Customer Satisfaction
- Manage and supports order management to ensure the best possible service level
- Meets deadlines and ensures completion of customer service tasks within the expected time frames
- Ensure a consistent and pro-active communication flow with the customer
- Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
- Prioritizes, resolves and/or escalates issues to secure the customer's interest
- Represent Prism internally and externally
- Use the tools and communication to react to customer requests
- Act as single point of contact for the customer
- Identify and record savings (benefits tracking) delivered to the customers.
- Provide his/her expertise in transportation management
- Use of the technologies to be more efficient and work with the CBS
- Contribute to improve Partners and Vendor performance
- Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
- Monitor the good deployment and efficiency of new operational practices with the 3PLs
- Contribute to formalize the SOP
- Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
- Set up and Monitor corrective action plans in agreement with the 4PL HUB manager
- Manage operational quality
- Receive non-conformities and complaints and log these in a database
- Conduct root cause analysis on logged issues
- Categorized all non-conformities & complaints using standardized issue codes and reason codes
- Capture claims through non-conformities & complaints management process
- Assess of potential claims and recommendation to the customer
- Assign corrective actions to relevant parties and follow up
- Escalate claim to concerned party
- Conduct 8D analyses for complex claims
- In case of financial damages follow up with 3PL and insurance until financial settlement
- Operate spot quotations
- Define requirements
- Get spot quotation from the 3PL's panel
- Select provider
- Maintain spot quotation database / matrix
Job Requirements:
o Experience in transport management / freight forwarding (air operations)
o Proven track record in a similar role, ideally in a Control Tower of 4PL environment
o Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
o Excellent command of written and spoken English
o Must be willing to work on a 24/7 rotational shift
o Customer centric mindset
o Excellent communication
o Team player
o Solution finder
o Rigorous
o Excellent interpersonal skills
o Thoroughness
o Organized
o Responsive
o Excellent in written and verbal English
