*** PURPOSE AND SCOPE:

- Continue to bring good customer service, satisfaction & appreciation to- clients/agents/partners.

- Become more professional CS & Docs team

- Co-operate/support more closely with other departments (sales, acct, particularly with ops

team)

- Scope: FM- ITL Cambodia

*** What to do:

- Handle jobs related both Export & Import

- Follow exactly general SOP & deadline from carrier

- Consult & bring good service to clients/agent as well as get their satisfied, feedback info quickly

- Learn problem solving skills from real cases within team & improve explanation, apology

skills. Foresee troubles to remind staffs to avoid

- Arrange back up in pairs & rotate job partly with fully SOP of each customers to make sure no

complaints from clients/agent

- Co-operate with Acct to Stop booking/hold cargo for bad debt case or non-payment Clients

/agents

- Make document and report pricing, Imp-Exp of Air, Sea and Cross border correct and on time.

- Receive booking from local shippers as well as overseas agencies.

- Submit booking to overseas agent to proceed shipments (if any)

- Liaise with local carriers/co-loaders for sailing schedules and booking matters

- Offer rates and make quotation to both overseas agent and local customers

- Check the shipping documents before send pre-alert to agents

- Follow up with carriers for ETA of import shipments

- Prepare payment request voucher to Finance to issue payment to carriers/co-loaders

- Prepare and execute invoice for customers and overseas agents based on shipment term and

quotation.

- Prepare shipment summary to finance and management, ensure to handle all shipment job file

to finance to issue invoices to customer without missing, pass all vendor invoice to finance to

issue payment to avoid late payment or duplicate payment to vendor.

- Handle customer complaints, and provide appropriate solutions

- Maintain customers records and share information to sales team (if any)

- Check files in system and issue monthly report & send to Management.

- Training and support to new staff if have any requirement

- Train CS team to have competitive rate from airline/carrier and respond to all inquiry timely.

- Review shipper performance, working closely with shipper to improve shipper performance, to

minimize team workload and improve KPI

2. Others:

- Handle jobs as backup if someone takes leave

- Other tasks if assigned

- Plan, guide, monitor and encourage colleague to work efficiently and in accordance with the

quality policy.

- Support, mentor and share experiences with colleagues to help them improve professional

skills.

- Identify and implement new process plan to improve customer support service, working

process, save time, save cost.

- Monitor team performance, workload, time management by setup team meeting, review

customer allocation, workload and provide solution to team.

- Compliance with all policies of ITL, Company Regulation, Current law.

- Compliance with Company regulation, Policies, Current law of host country.

*** QUALIFICATIONS AND KNOWLEDGE:

- University graduation in Economics, Foreign Trade,

Technology, Foreign language or other relevant major

- Organized, process- oriented, good at English

(listening, speaking, reading comprehension, writing).

- Good knowledge of market situation and foreign trade

- Proven leadership and management skills.

- Good communication and building relationship

- Good customer service mindset.

- Know consolidation sea freight.

- Know filling AMS, ISF, ENS, e-Manifest;...etc

EXPERIENCE:

- Experience in logistics Ocean freight at least 4 years.

- Used to lead team

- Used to handle shipment to USA, EU market

- Used to handle global account

- Experienced on training, coaching other staffs

- Communicated and worked with carriers, vendors

Working Condition:

- Monday to Friday + Saturday (half day)

- Working time: 8:00 AM to 5:30 PM ; lunch Break 12:00PM-1:30PM

- Holiday, and other working condition : Follow Cambodia Labor Law

*** Benefit:

- 18 days of Annual leave per year

- Annual Party

- Annual Trip

- NSSF ( Accident, Health, and 2% of pension fund)

- CSR Programs

- Other benefit in accordance with company Policy