Customer Service Manager

6 days ago

Ho Chi Minh City, Ho Chi Minh, Vietnam HONOUR LANE SHIPPING LTD Full time ₫400,000 - ₫1,200,000 per year

Key Responsibilities:

Operational Oversight:

  • Check space and pricing based on the nature of the cargo and agent requirements to offer the best options available.
  • Send schedules, cargo information, and freight charges to agents and seek alternative options if initial offers are not accepted.
  • Proceed with booking and slot reservation upon receiving confirmation from agents.
  • Ensure carriers complete orders as planned to prevent booking cancellations.
  • Communicate with shipping lines to request space, extend SI and CY deadlines, verify maximum weight, and request COD.
  • Monitor and update shipment information with factories and inform agents of any changes such as PO number, ship date, weight, free time, pricing, GOH setup, etc.
  • Track and update shipment information in the internal system to ensure accurate data entry for subsequent departments.

Shipment Monitoring:

  • Verify shipment plans with shippers 3-4 days before the closing time to avoid shortfall bookings.
  • Ensure accurate information on SI/sales memos is provided to the operations department 2 days before the SI cut-off.
  • Resolve any issues that arise to ensure customer satisfaction.

Customer Support:

  • Provide outstanding customer service to clients, addressing inquiries and providing timely solutions.
  • Handle and resolve any issues or escalations from customers.
  • Maintain strong relationships with key accounts and ensure their needs are met.

Coordination and Communication:

  • Provide regular market updates to agents, explaining difficulties and offering options to help agents make informed decisions for consignees.
  • Understand and manage the characteristics of each account, reporting allocations for fixed accounts to the global team.
  • Collaborate and support other departments to ensure smooth operations.

Team Management:

  • Ensure team members are working efficiently and accurately.
  • Conduct regular performance reviews and provide feedback to team members.
  • Develop and implement training programs for new and existing staff.

Additional Responsibilities:

  • Perform other tasks and projects as assigned by the Board of Directors.

Job Requirements:

Educational Background:

  • Bachelor's degree in foreign trade, international economics, maritime transport, or related fields.

Experience:

  • Minimum of 5 years of experience in a similar role within the forwarding, import-export, or logistics industry.

Language Skills:

  • Proficiency in English (listening, speaking, reading, and writing).

Skills and Abilities:

  • Strong leadership and team management skills.
  • Excellent problem-solving and decision-making abilities.
  • High level of responsibility and ability to work under pressure.
  • Service-minded, detail-oriented, hard-working, and positive thinking.

Interested Parties please submit your resume, present and expected salary. Personal data collected will be used for recruitment purpose only.

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