Responsible for day to day monitoring and supporting the work of customer service representatives (Inorganic Staff). Oversees and assist customer service representatives (Inorganic Staff) in the performance of their job duties such as responding to customer inquiries, shipment monitoring, and resolving issues or complaints. Coordinates other customer service daily activities and variety of tasks relative to assigned area of responsibility.

Responsibilities

• Implement the final Master Operating Procedure (MOP) of customer.
• Does weekly and monthly preparation of reports on delivery performance, delivery details, discrepancy report and monthly revenue of each account handled.
• Monitors outbound, inbound, pending and problematic transactions.
• Ensures all claims related issue are properly reported and coordinated with claims team.
• Sends pre alerts/advisory to all Branches, Agents and operations team for the urgent cargoes.
• Monitors all undelivered and un-updated cargoes.
• Attends the Business Review with the clients, Monthly Meeting and/or Emergency Meeting with the clients.
• Prepares presentation material for business review with the client and attend coordination meeting set by client.
• Answers inquiries and provided disposition as advised by shipper especially for the pending/problematic transactions.
• Attends to customer, branches, agent inquiries and concerns through SMS, phone and email.
• Maintains good relationship with client.
• Coordinates with clients regarding the pending and problematic transactions.
• Coordinates to the involve departments and/or branches the discrepancy reported during the delivery or any discrepancy reported per account for proper and final dispositions