Customer Service Agent

The customer service will be responsible for planning & executing operational activities related to LNS Operations to deliver optimal operations performance in accordance with the agreed Customer SLAs & KPIs. The incumbent will be responsible for executing all the LNS activities end-to-end, related with Trucking, Customs House Brokerage and other coordination subject to service scope. On a daily basis, this role will be required to ensure consistent, seamless end-to-end delivery of operations and provide resolution of customer queries and escalations.

Key responsibilities

• Handle Customer service tasks on a daily basis.
• Take full end-to-end responsibility for the account and execute all activities in accordance with customer agreements and company procedures
• Coordinate and manage internal and external stakeholders to ensure timely and professional service delivery to customers.
• Maintain a customer-centric approach by proactively identifying potential issues, implementing preventive measures to eliminate repetition of errors, and driving effective problem resolution.
• Build strong customer relationships and gain an understanding of customers’ businesses, service needs, priorities, and expectations.
• Understand business criticality and prioritize tasks effectively to ensure customer satisfaction.
• Perform all activities in a manner that contributes to achieving individual and team Key Performance Indicators (KPIs).
• Monitor and support improvements in end-customer KPIs to enhance customer satisfaction.
• Prepare accurate and timely reports as requested.
• Performance reviews with customer.
• Complete job costing, revenue and costs for the activities coordinated under control of Operation team.

Activities may include, but are not limited to:

Booking Management:

• Manage carrier booking based on allocation and customer production plan.
• Plan shipments in accordance with customer agreements.
• Perform and ensure the accuracy of SI, VGM and DG net submission as well as the BL and other related documents.
• Ensure to provide the documents to customer/destination in a timely manner.

Customs Brokerage:

• Collaborate with cross-functional to prepare the CHB document such as Export/Import declaration, FTA form, license, etc.
• Provide customs-related consultation and support to customers.

Trucking Management:

• Manage the truck booking based on customer product availability.
• Collaborate with cross-functional or external vendors to manage truck availability.

Other activities:

• Prepare and ensure accurate and timely reporting.
• Collaborate with cross-functional teams to process customer billing and ensure costs and revenue are accurately and timely recorded in the system.
• Cross-sell & upsell Logistics and Services products to customers.
• undefined
• undefined

We are looking for / To be successful in this role, you should have:

• Positive Attitude with customer centric mindset and sense of urgency.
• Good command of spoken and written in Thai and English.
• Minimum 2–3 years’ experience in Customer Service / Customer Experience, or similar role(s) within the logistics industry, with experience in carrier coordination, booking services, and customs knowledge.
• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.
• Ability to converse with people of all levels and is well organized, efficient, and effective.
• Familiar with MS Office products including MS Word, Excel, and PowerPoint.
• Good communication & interpersonal skills and should be able to build good working relationships.
• Ability to adapt to change, remain open to different ideas, and support positive change.
• Understand work in an agile manner, High analytical / problem-solving skills.