​Customer Service Supervisor at Indochina Leading Freight Forwarding Company in Cambodia

• Responsible for both export and import CS function
• Follow the general SOP & deadline from carrier
• Consult & bring good service to clients/agent as well as get their satisfied feedback information in timely fashion
• Learn problem solving skills from real cases within team & improve explanation, resolution skills. Foresee trouble to minimize the potential escalations
• Arrange back up in pairs & rotate job partly with fully SOP of each customer to make sure no complaints from client/agents
• Co-operate with acct to stop booking/bold cargo for bad debt case or non-payment clients/agents
• Make document and report pricing, Import/Export of Air, Sea and Cross Border correct and on time
• Receive bookings from local shippers as well as overseas agencies
• Submit booking to overseas agent to proceed shipments (if any)
• Liaise with local carriers/co-loaders for sailing schedules and booking matters
• Offer rates and make quotation to both overseas agent and local customers
• Check the shipping documents before sending pre-alerts to agents
• Follow up with carriers for ETA of import shipments
• Prepare payment request voucher to Finance to issue payment to carriers/co-loaders
• Prepare and execute invoices for customers and overseas agents based on shipment terms and quotation
• Prepare shipment summary to finance and management, ensure to handle all shipment job file to finance to issue invoices to customer without missing, pass all vendor invoice to finance to issue payment to avoid late payment or duplicate payment to vendor
• Handle customer complaints, and provide appropriate solutions
• Maintain customers records and share information with the sales team (if any)
• Check files in the system and issue the monthly report & send them to Management
• Training and support to new staff if have any requirement
• Train CS team to have competitive rate from airline/carrier and respond to all inquiries timely
• Review shipper performance, working closely with shippers to improve shipper performance, to minimize team workload and improve KPI

• Experience in handling CS function from international freight and logistic industry
• Experience in leading a CS team
• Good experience in handling shipment to USA, EU Markets and handled global accounts
• Experience on training, coaching the team, strong CS mindset and consolidation of sea freight
• Experience in filling AMS, ISF, ENS, E-Manifest etc