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Job Responsibility:• Deal directly with customer either by telephone, email or face to face.• Respond promptly to customer inquiries• Handle and resol.....

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Bollore Logistics Asia Pacific

Customer Service Executive (Air Freight)

Full-time

Subang Jaya, Selangor

Customer Service

1 week ago

As part of Bollore Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their s.....

As part of Bollore Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.

A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contribute to the freight purchasing strategy and provide end-to-end flow management, while seeking to optimize, time to market and reduce the carbon footprint of transport operations.

About the role

With growing customer accounts and demands in Aerospace, we are assembling a team of Customer Service Executives to deliver visibility, proactivity, optimization and high level of customer satisfaction to our major Aerospace account. Based in our Subang Jaya 4PL hub, the team of Customer Service Executives will be rostered in 4 shifts to ensure 24/7 availability to meet our customers' needs.

What you will be doing

Monitor Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer

Receive and control customer bookings according to the processes in place
Check optimizations from Optimizer if applicable and propose consolidation options
Assign customer booking to a selection of freight forwarding agents (3PL)
Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)
Drive corrective actions when required (missing event etc.)
Monitor delays and deliveries events using the dedicated IT solutions (internal or external TMS, BI…)
Alert the customer team proactively in case of deviation and propose backup solutions
Communicate with internal (regional and overseas) and external organizations, ensuring all communications generated in the dedicated IT solution (chat, tasks etc.) are handled in a timely manner
Create reports and analysis to give a consolidated vision of the flows for customer

Deliver Customer Satisfaction

Manage and support order management to ensure the best possible service level
Meet deadlines and ensure completion of customer service tasks within the expected time frames
Ensure a consistent and proactive communication flow with the customer
Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
Prioritize, resolve and/or escalate issues to secure customers' interest
Represent Prism internally and externally
Act as Single point of contact for the customer
Identify and record savings (benefits tracking) delivered to the customers
Provide 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 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

The successful candidate

Experience in transport management / freight forwarding (air operations)
Knowledge in flow management/control tower / IFF contract operations management / key accounts
Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
Proficiency in MS Office applications
Excellent command of written and spoken English
Must be willing to work on a 24/7 rotational shift
Customer centric mindset
Strong problem solving skills
Ability to work under pressure

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Rentokil Initial

Service Supervisor - Outdoor (SU5 Shah Alam)

Full-time

Shah Alam, Selangor

Customer Service

2 days ago

In this role you will be responsible for: Plan and check service schedules via in-house system Manage and train service staff in order to improve the.....

In this role you will be responsible for:

Plan and check service schedules via in-house system
Manage and train service staff in order to improve the service quality
Make sure team members provide quality and timely services as per scheduled
Carry out regular quality assurance checks on completed services by spending 20% of available Supervision time on quality assurance checks
Perform quarterly field attachment with team members
Prepare and present weekly report on team members’ review

A. Service

To maintain accurate records of all service vehicles in the branch in relation to:

a. Renewal of road tax b. Maintenance service due

c. Repair costs d. Fuel usage

e. Driver logs

To manage & control the Branch’s fleet of service vehicles in a cost effective manner, and without compromising on safety.
Ensure all new businesses are completed within 10 working days from the date of service agreement/job confirmation.
Ensure each service team is route-ridden once every 2 months.

B. Stocks

To present the service capital expenditure request each month, to the Branch Manager for his attention and further action.

C. Administration

Ensure that all required returns and reports to the head office are prepared accurately and dispatched promptly.
To conduct a formal meeting Quarterly with Technicians.
To provide the Service Manager with status reports on a monthly basis covering:

a. State of Service b. Customer Issues

c. Supervisor’s issues d. Other issues

D. Staff Recruitment, Welfare & Development

Recruit (subject to prior approval from AOM) new Service Technicians.
Induct, train and manage service staff effectively.
Maintain a high level of morale amongst your staff.
Ensure that staff have a full understanding of the Company’s objective and policies.

E. Quality Assurance & Training

Ensure a high level of competence in the required skills amongst service staff by providing continuing training and practical assistance & guidance in the field.
Develop good customer relationships through being knowledgeable about your work, and taking ownership of service problems.
Ensure that all customer complaints are attended to within 24 hours.
Ensure that Service Supervisors duties are audited monthly.
Ensure that each Service Technician is audited at least once every 2 months.

F. Health & Safety

To ensure that all chemicals are handled, store and applied with due regard to the safety standards laid down within the Company, and that staff are never exposed to untoward risks in the course of their work.
To ensure that all service vehicles are roadworthy & safe through a monthly inspection.
To constantly project, by personal example, Good & Safe Working Practices within the Branch.

G. OTHER DUTIES

Maintain friendly and co-operation relations with the sales team providing sales lead, and other useful feedback from the customer.
Support the sales team in achieving the sales targets for the branch.
To constantly improve his/her knowledge of pest management by private study, membership of associations and attendance at courses, and also by the study of technical literature provided by the Company, and through practical experience in the field.

The ideal candidate will possess:

Minimum a Diploma in related discipline of studies with proven track record in managing staffs
Possess good interpersonal, communication and people skills
Mature and able to manage a team of 10 members
Positive, result oriented, has good drive and initiative
Computer skill is essential
Willing to travel to client places
Keen to take Goods Delivery License (GDL) if shortlisted
Required valid driving license because driving is part of the job requirement for this designation
Possess own vehicle, is a Malaysian or hold a relevant resident status
Employment of foreigners are subject to the local authorities approval and subject to their own visa application

Highly Desirable:

Excellent planning, management and supervisory skills
Ability to do multitasking job
Versatility to build rapport with people at all levels
Multi-lingual in both verbal and written English and Bahasa Malaysia, able to converse in decent clear communication.
Commercially focused acumen