Customer Service (Contract Logistics)

Job Title: Customer Service Representative for CL

Job Summary
Responsible for performing good customer service relationship with Clients, Sales and Warehouse Team and various vendors, shipping and airlines. Back-end support of Sales Team and will do necessary coordination with agents, FMG overseas branches, inter-department coordination in terms of service & rates inquiries, operation, billing and payment requirement.

Duties and Responsibilities

• Providing friendly and professional customer service to our customers and co-workers.
• Act as account maintenance handlers for VIP clients.
• Ensure compliance on the agreed SOPs per client.
• Support leads personnel for all Sales requirement like rates inquiries, bookings, operation, shipment monitoring & follow up, preparation & submission of shipment status report, preparation of document requirement per shipment.
• Coordinate and communicate with FMGL Philippines and agents as necessary to get required rates or cost needed by Sales or clients.
• Anticipate business opportunities to identify requirements of new business especially in areas where Contract Logistics service is needed.
• Coordinate and communicate with Operations Team for Air & Sea both for import & export transactions as necessary including brokerage requirements.
• Prepare and submit booking or AVR to Transport Department as necessary.
• Liaise and source competitive rates from various shipping lines and airlines with proper coordination with the concerned department head for international and domestic trades.
• Assist in preparing client accreditation process and bidding participation of CL.
• Develop and exchange sales leads with other FMGL offices and agents, if necessary, especially on accounts which have high/region decision basis.
• Prepare quotations / tender / bidding / RFQ/RFI as requested by customers and Sales Team.
• Prepare and create necessary JO (job order) on FMG for demonstrations and submit to accounting for creation of billing invoice.
• Ensure all billing invoices will be submitted on time to clients with complete required supporting documents and monitor all transactions to ensure timely creation and submission of billings.
• Weekly summary billing monitoring reports for submission to Contract Logistics Manager.
• Create and prepare all necessary report for payment as needed on a per JO or transactions to be submitted on time to accounting department.
• Prepare and submit required client report.
• Do telemarketing on target accounts and set appointments for Sales Team.
• Keep filing of JO as necessary according to our filing SOP or guidelines.
• Keep record on all customer complete profile data.
• Accommodates, manage & report any customer complaint for submission to Contract Logistics Manager to give corrective actions plans to do.
• Observe and follow all company policies and QHSE requirement at all times.
• Providing regular reporting to the management as directed.
• May represent FMGL during client meetings or presentations as necessary.