Making the documentation:
- Reserve booking to airlines on time
- Send the booking confirmation to customer on time
- Track and trace shipment daily and keep update to client.
- Work close with carrier to resolve any space problem if any
- Communication with client/agent daily.
- Following key account SOP and client specific SOP if any
- Coordinating with commercial team to ensure all handling step will be according to SOP and company’s strategy.
- Complete billing process: issuing Debit Note/Credit note/SOA.
Handle document exactly:
-Generate MAWB/HAWB/Manifest/SID and also related documentation of airfreight shipment exactly
-Finish job file on time per month
KPI Management:
- Manage work item on client’s system and complete within SLA
- Manage KPI weekly of the team.
Management:
- Daily monitor and follow up with Customer Service team to make sure Customer’s SOPs are strictly complied and reach KPIs
- Control the number of escalation in a month / shipment in a month.
- No delay on problem solving: Corporate with relevant departments to find solutions for problems of the customer in the best way possible;
- Provide outstanding and exceptional customer service.
External Complaint from customer
- Take care customer careful & satisfy the customer requests
- Complete the claim process if any.
Internal Complaint from Customers
- Work closely with other BU to get the full information to handle the shipment
- Support other BU to provide the best service to the customers
Initiative Create new initiative for development and improvement
Compliance assurance
- Compliance with Company Regulation, policies, SOP of BU, current law.
- Increase working efficiency
- Follow up with AR/CS team and support deal payment with Shipper/agent.
- Decrease the number of mistake of operation: Monitor procurement; follow KPI- Operation process strictly; …
- Provide outstanding and exceptional customer service.
- Follow Operations activities such as customer complaint, delivery status.
RESPONSIBILITY
- Ensure to send the booking, document on time
- Ensure to finish files before deadline
- Ensure to satisfy customer request
- Ensure no complaints from internal & external customers