 Managing and supervising matters related to inbound and outbound shipments
 Solve customer service issues and proactively take Measures to avoid negative service trends
 Receiving and sending emails, checking documents, monitor subordinate workdone
 Follow up shipment situations and keep customers informed of their shipment status
 Overseeing day to day operation
 Learning software systems and understanding work processes
 Making and answering calls from our customers to explain our processes and give updates on procedures as well as assist with customer queries and complaints
 Must be able to solve cleverly and politely towards customer satisfaction
 Obtain customer feedback from different channels and monitor service trends
 Arranging business meetings with prospective clients
 Follow and adhere to work processes and standard operating procedures in performing day-to-day tasks
 Making weekly/monthly/customers feedback report and follow instruction from Executive Director
 Responsible for implementing and managing continuous improvement and Voice of Customer (VoC) feedback mechanisms
 Responsible for planning regular meetings across departments that update individual business units on their Customer Experience results
 Perform other duties as assigned by Executive Director
 Direct Report to Executive Director

 At least 3 year experiences in express courier and freight forwarding customer service
 University graduation
 Good Knowledge of Logistic and Courier Service
 Proven basic CRM (Customer Relationships Management) and SAP Software knowledge
 Excellent computer skills – Microsoft (Word, Excel, Power Point) experience is greatly desired
 Highly motivated to work hard, learn, and be proactive – solving problems and coming up with solutions
 Must be willing to learn company in-house software
 Must be able to report – Monthly, Yearly and Customers feedback reports
 Proven leadership and management skills
 Good sense of market price of customs brokerage and trucking
 High motivated, disciplined and compliance
 Fluent in written and spoken in English
 Strong interpersonal and communication skills and ability to work effectively with a wide range of cultures in a diverse community