Execute the daily activities of Ningbo customer service (50%)
· Live company values
· Ensure a correct understanding to various SOP and follow up
· Ensure all the tasks can be completed efficiently as targeted in the KPIs
- MDWS clarification turn-time within 2 running hours in average
- Credit memo ratio can be controlled under 10%
- Cooperate with GSC to achieve the target of documentation turn-time and accuracy
- Observe the TPC trend and alert relevant party for any abnormal signals
- Timely Cars application for additional space to secure any potential shipments
- Pending tray clean up on a daily basis
- Proper actions to the longstanding containers and raise up any difficulties to the responsible desk for solutions
- Various import error report clean up
· Reply to the mails both from external and internal timely and efficiently
· Assist team leader with tasks spot assigned
· Ensure that the rules & regulations in force, as issued by any state, provincial government or regulatory body are observed & complied with
· Assist in the subagent performance management to support our business expansion
· Handle import business as per the company’s SOP and the local regulations.
Teamwork and personal development (20%)
· Sharing experience and success story to team members to enhance the team ability in emergency and problem handling.
· Ensure to timely give team leaders feedbacks when you are unable to solve problem or fulfil arrangements per agreed standard and timeframe
· Attend self learning (MLC) and the generic training proactively to enrich the self knowledge to the system, shipping field.
· Back up to other team members when their absent as assigned by team leader and doing the proper handover when the person you back up comes back.
Service Delivery in a Safmarine way (20%)
· Properly follow up the SOP to minimize the service failure and avoid any mistakes from repeated.
· Promptly response to customer’s inquiry within 24 hours, provide alternative solution, show professional attitude etc.
· Proactively communication with relevant internal parties, like sales etc about customers’ status.
· Target for higher customer satisfaction in the yearly customer survey
· Go the extra mile to help customer’s business to help our business.
Coordination for the administration affairs of NPOSCL (10%)