Job Description
-To provide excellent customer service and maintain excellent Operational Customer relationship management to Customs Clearance Import/Export customers.-To be key escalation focal contact point for Customer on operations escalation topics-To cooperate within Customs Clearance operation department Import/Export and intra department with transport and freight (if any) in problem solving, report status and provide proactive solution to customers.-To coordinate with operations team to provide expert advice to customer regarding logistic processes, documentation, or any other questions which may arise.-To receive claims, complaints, questions, concerns and suggestions from customers and cooperate within departments involved to ensure customer operational problems or issues are resolved or provide proper guidance promptly.-Prepare Corrective & Preventive Action & Non – conformance Service · To monitor, record, and follow up status of customs case progress and provide proactive reports to customers.-To monitor, consolidate, check and submit reports as per customer target date/time.-To monitor KPI and assure that committed KPI’s are met to customer satisfaction.Identify, Prepare and roll out Improvement Plan to close operational gaps.-To prepare meeting agenda, summary information and issues with proper solution before the meeting with customers on operational topics-To conduct regular meetings with customers on operational related topic-To issue MOM from customer operational meeting and conduct internal improvement meeting across related departments.-To be key focal contact for Sales team in rolling out new customer implementation, SOP training, billing and selling rate to operation.-Following up on Track & Trace report and support data to customer.-Any special assignment by superior.