JOB DETAILS

JOB DETAILJob Details

【Customer Service】
• Managing the customer service department and ensuring that all employees are performing their duties effectively.
• Providing leadership to the customer service team by setting a good example for other employees.
• Ensuring that all customers have a positive experience when interacting with the company by handling issues in a timely manner.
• Overseeing the training of new employees to ensure they are able to perform their jobs effectively.
• Ensuring that all customer service representatives have the tools they need to do their jobs efficiently and effectively.
• Providing feedback to supervisors regarding employee performance in order to help them improve their work.
• Monitoring customer satisfaction levels to identify trends or problems with customer service quality.
• Creating and maintaining a database of customer information such as contact information and purchase history.
• Acting as a liaison between customers and management to resolve problems or concerns.
• Periodically check and respond to e-mails after office hours, weekends, and public holiday.

【Operation】
a) Customer relationship management
- Develop a deep understanding of customers current business, industry, and supply chain needs.
- Stay abreast of customer current requirements and anticipate future needs.
- Form relationships at varying levels and functions within the customers organization.
- Create effective solution that will bring lasting value to the customer and MOL.
- Conduct business review to identify ways to improve service and expand the business.


b) Business management
- Drive account profitably thought effective management of sales plan execution, vendor relationship management, accounts receivable (AR) and accounts payable (AP).
- Negotiate beyond price and create profitable agreements between customer and MOL.

c) Sales management
- Identify opportunities to leverage MOL’s full menu of services.
- Accurately forecast demand to the carrier and/or sourcing groups in order to plan capacity and supply.
- Stay abreast of competition and industry trends that may impact MOL’s value proposition to the customer.
- Ensure execution of annual sales plan for account (if required)

d) Operations management
- Create through implementation plans, including accounts responsibilities, resource requirements, timeframes, and contingency plans.
- Oversea daily operational activities and provide escalated support as necessary.
- Develop, communicate and implements SOP’s as needed for customer specific requirements
- Place booking with liner, BL preparation, confirmation billing and pre-alert.

e) Communication
- Keep others in own organization well informed of account activities.
- Initiate regular and timely communication with customer contacts that focuses on both tactical and strategic issues.
- Conduct presentations as needed within the customer organization as well as own organization.

REQUIRED WORK EXPERIENCERequired

✓Experience of similar role and industry above 3-5years is better