
Customer Experience Partner
1 week ago
Opportunity
APM TerminalsKey Responsibilities
- Manage and monitor the end-to-end shipment process on behalf of the customer logistics department.
- Coordinate with various stakeholders in the shipment process handling
- Orchestrator the overall flow of an end-to-end shipment.
- Provide a value add to the customers through effective business solutions by having good business knowledge/process understanding.
- Query Resolution with shippers/Customers/other stakeholders, timely resolution and response to customers.
- Maintain a customer-centric approach, thereby helping to avoid the occurrence of errors and take preventive measures to eliminate repetition of errors
- Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
- Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
- Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
- Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
- Record and report the performance that helps provide suitable recommendations on: Service delivery wins Service failures.
- Establish and strengthen customer relationships.
- Execute reports or other tasks assigned by the Team Leader/Manager.
Skills and...
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