Customer Service Officer

American President Lines; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

A leading company in shipping and logistics seeks a Customer Service Representative in Kuala Lumpur. The role involves managing customer shipments, ensuring satisfaction, and addressing operational issues. Candidates should hold at least a degree and have experience within the logistics sector. Communication and problem-solving skills are crucial for success in this position.

Qualifications

• Minimum a degree holder in any discipline.
• At least 3 years working experience in freight forwarding/logistics industry.
• Strong proficiency in MS Office and Excel; Macro knowledge advantageous.

Responsibilities

• Manage customer interactions and ensure high satisfaction levels.
• Handle operational requests related to shipping and cargo.
• Liaise with internal and external parties to resolve issues.

Skills

Communication

Presentation

Problem Resolution

Continuous Improvement

Customer Interaction

Education

Degree in any discipline

Tools

MS Office

MS Excel

Macro knowledge

Job description

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Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Summary:
You will support the Customer Service Supervisor to manage the customer to effectively execute and achieve customer satisfaction via End-to-End process. You need to be equipped with a good knowledge of the company’s systems, processes, shipping regulatory requirements and corporate policies. The Customer Service Representative owns and takes a leading role in shipment management processes. As an integral part of Sales, Documentation and Operations interface, you need to provide the customers with an efficient one-point contact. You will manage customers’ shipments involving bookings, documentation or operation issues, actively engage and ensure the seamless flow of customer’s shipments. You are expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. You will take ownership to enhance work efficiencies by continuously improving work processes and encouraging customers to use CMA CGM e-Biz products. By being thorough and vigilant, you will effectively help to reduce Abandon Call and prevent service failure which incurs recovery costs.

You will take the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.

Work schedule should align with Singapore Public Holidays, with Saturday and Sunday as off/rest days. Working hours align with Singapore office 9am-6pm.

Your Main Responsibilities are, but not limited to:

Customer Service (70%)

• Exception handling, problem resolution and continuous improvement.
• Meet all call and email turnaround times as required to ensure high customer satisfaction level.
• Expediently handle all customer interactions.
• Work with various departments, including shared services centres to promptly resolve customer needs and issues to meet/exceed service deliveries.
• Manage accounts based on customer facing activities.

Operations (30%)

• Manage operational requests (re-export, return cargo, DIT, Diversion, Service recoveries, transhipment declaration, change of Operator code and Inter gateway, Portnet releases).
• Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.
• Coordinate operational transaction / stowage requirements.
• Minimum a degree holder in any discipline with at least 3 years working experience in the freight forwarding/logistics industry.
• Good communication and presentation skills.
• Strong proficiency in MS Office, MS Excel, knowledge in Macro will be advantageous.