CEVA Logistics Singapore Pte Ltd – Customer Service Executive

Position Summary

To represent the Company as first point of contact with the Customers

Responsibilities

• To take all incoming calls from customers, facilitate, coordinate or give direct responses as required.
• Take shipment booking from customers
• Coordinate with operations to arrange for shipment pick up
• Communicate customers’ requirements to operations for any special handling such as COO certificates/ fumigations/ special license application/ additional packaging for shipments if applicable
• Disseminate agreed/ required due dates of shipments upon booking from customer to operations/ sales
• To send customized shipment pre-alerts as specifically required by customers as agreed by operations and sales during set up (Generic shipment pre-alerts are still required to be sent by operations)
• Follow up for orders from customers with from SOP to POD. Pro-active notification to customers as and when there is an updating and changes to the status.
• Manage and update all customized systems for the customers or customers systems
• Monitor and ensure Navigator updates are completed and entered timely by operations team
• Manage and follow up with destination for destination milestones and the timely update into Navigator
• Generate customer specific reports in their requested format
• Monitor incoming shipments and investigate with origins on any current/ potential delays
• Pro-actively update customers and business owners of shipment issues/ discrepancies/ delays
• Organize independent/ 3rd party surveys for damaged/ pilfered shipments on behalf of customer/ their appointed agents if any as requested, and our operations team
• Check warehouse inventory report and ensure shpt movement are scheduled as plan.
• Follow up with operations to ensure shipments get out for delivery timely
• Check Navigator to ensure that all the mandatory milestones are updated within the set timeframe
• Respond to ad-hoc rate requests direct from customers by coordinating with sales on the rates to propose. This will include following up with the sales team to ensure that a sales representative is appointed to take over the customer.
• Take customers feedbacks/ complaints, documenting the same in the record and escalating to the Supervisor for advice and resolution.