Job Description

Main Purpose of the Role:

The Customer Service Control Tower Specialist is responsible for handling Strategic Accounts Customer Service routine and answering Hot Line and E-mail inquiries received from Strategic Accounts customers. In addition, work with internal departments to ensure smooth handling of shipments in proper way.

Main Tasks:

Answering Customer Service Hotline from regional and local PIC of the SA customers

Handle e-mail inquiries received from regional and local PIC of the SA customers.

Monitor and follow up with local POL/POD CS offices by handle and close escalation all inquiries from SA customers, such as manifest corrector, freight accuracy inquiry, Space release in POLs, internal system checking, customer system checking, etc.

Preparing regular reports including all services daily booking, EIR and container pick up, vessel schedule integrity summary, etc.

Preparing regular announcement to SA customers

Assist local offices’ CS with any documents checking escalations such as B/L, Invoice, collection overdue and statement reconsolidation, equipment demurrage and detention calculations, etc.

Handle inquiries from internal departments from SA team and local offices

Coordinate with other departments including BU, Logistics, Operation and Finance

Requirements

• Higher Diploma holder or above with relevant working experience; 2 or 4-year degree preferred
• Candidate from shipping/ logistics industry is highly preferred
• Effective interpersonal, communication and telephone handling skills
• Good command of spoken and written English; Spanish speakers are highly desirable for this role as well
• Proficient in MS office