Customer Service Executive (Air Freight)
Bollore Logistics Asia Pacific, Malaysia
Job Description
As part of Bollore Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.
A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contribute to the freight purchasing strategy and provide end-to-end flow management, while seeking to optimize, time to market and reduce the carbon footprint of transport operations.
About the role
With growing customer accounts and demands in Aerospace, we are assembling a team of Customer Service Executives to deliver visibility, proactivity, optimization and high level of customer satisfaction to our major Aerospace account. Based in our Subang Jaya 4PL hub, the team of Customer Service Executives will be rostered in 4 shifts to ensure 24/7 availability to meet our customers' needs.
What you will be doing
Monitor Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer
- Receive and control customer bookings according to the processes in place
- Check optimizations from Optimizer if applicable and propose consolidation options
- Assign customer booking to a selection of freight forwarding agents (3PL)
- Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)
- Drive corrective actions when required (missing event etc.)
- Monitor delays and deliveries events using the dedicated IT solutions (internal or external TMS, BI)
- Alert the customer team proactively in case of deviation and propose backup solutions
- Communicate with internal (regional and overseas) and external organizations, ensuring all communications generated in the dedicated IT solution (chat, tasks etc.) are handled in a timely manner
- Create reports and analysis to give a consolidated vision of the flows for customer
Deliver Customer Satisfaction
- Manage and support order management to ensure the best possible service level
- Meet deadlines and ensure completion of customer service tasks within the expected time frames
- Ensure a consistent and proactive communication flow with the customer
- Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
- Prioritize, resolve and/or escalate issues to secure customers' interest
- Represent Prism internally and externally
- Act as Single point of contact for the customer
- Identify and record savings (benefits tracking) delivered to the customers
- Provide expertise in transportation management
- Use of the technologies to be more efficient and work with the CBS
Contribute to improve Partners and Vendor performance
- Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
- Monitor deployment and efficiency of new operational practices with the 3PLs
- Contribute to formalize the SOP
- Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
- Set up and monitor corrective action plans in agreement with the 4PL HUB manager
Requirements
The successful candidate
- Experience in transport management / freight forwarding (air operations)
- Knowledge in flow management/control tower / IFF contract operations management / key accounts
- Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
- Proficiency in MS Office applications
- Excellent command of written and spoken English
- Must be willing to work on a 24/7 rotational shift
- Customer centric mindset
- Strong problem solving skills
- Ability to work under pressure