Customer Service Executive (English speaking)

CORE RESPONSIBILITIES -

Responsible for shipment both import, export and coordinate with external and internal party until shipment complete as per customer requested

Be the primary point of contact for the Customers and internal FLS offices 

Actively build strong relationships with customers and gain knowledge of their business needs

Ensure smooth execution of the end-to-end process, by working closely with the customer and internal stakeholders

Proactively track shipments and notify customers of changes/deviations from the plan, post discussion with sales owner, communicate solutions or mitigating plans for the shipment 

Own of all customer issues and engage relevant stakeholders as needed

Manage / improve day to day process interaction with customers by leveraging detailed customer knowledge -Monitor booking trends and follow up with customers to maximize volume performance and superior service delivery

Be fully responsible for customer satisfaction 

Ensure timely and accurate submission of all relevant documents

Check import, export documentation and payment receipt

Ensure collection of all outstanding debts before release shipment

Actively drive continuous improvement opportunities both in relation to customers and internal / external stakeholders

Identify, measure, and maintain key performance indicators 

Perform other duties as assigned by Manager