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Job Summary: A professional responsible for providing personalized customer service, monitoring services, analyzing reports, handling telephone and email inquiries, and managing incidents. Key Highlights: 1. Personalized and dedicated customer service 2. Service monitoring and follow-up 3. Proactive management of communications and incidents * Provide personalized and dedicated customer service; * Monitor and follow up on pending or ongoing services; * Analyze, update, and forward shipment movement reports to customers; * Handle telephone inquiries by providing information and clarifying questions regarding service delivery (proactive inbound service); * Draft and send emails to provide information and clarify questions (proactive inbound service); * Log communication incidents in the ESL system; * Send notifications to customers and involved departments; * Monitor and resolve incidents related to customer pending items; * Send EDI files; * Responsible for communicating operational specifics requested by customers to relevant operational departments; * Follow up and request updates in the ESL system for tracking and branches; * Schedule pickups with suppliers, consignees, and freight-paying customers; * Record and monitor scheduled deliveries, and inform customers of their status; * Maintain a proactive attitude aimed at ensuring personal safety and that of other employees. Minimum Education: High School Diploma (Secondary Education)
