Representative, Customer Service and Support

This position is responsible for delivering APLL commitment to key and complicated customers, meeting day to day operations requirements of the customers. He/she assists customer service supervisor and team lead in vendor seminar program (VSP) to ensure vendors understand and acknowledge customers’ requirement and standard. He/she also participate in implementation of Vendor Logistics Program through consultation to vendors to deepen business relationship, introduce APLL services to vendors and secure new business for APLL. The position assists customer service supervisor / team lead to onboard customer service representatives.

• Execute established processes and audit measures to support and meet customers’ requirements at agreed level.

• Execute and adhere to customers service requirements from LPs/FAPs to Bookings, Cargo movement, Data Transmission, Invoicing.

• Problem Resolution – ensure issues are tackled immediately and escalate to Customer Service Team Lead / Supervisor when there is potential cost impact.

• Streamline processes to achieve cost savings and ensure profitability

• Ensure periodic variances explanations for KPI performance measurement are provided in timely and accurate manner.

• Periodic review of costs and revenue, and ensure APLL continues to make money in all service provided.

• Continuously identify service gaps, make recommendations and implement solutions to enhance greater customers’ satisfaction.

• Continuously intensify relationship with vendors and customers in order to maintain and protect company business.

• Support and develop Vendor Logistics Program with the aim of deepening business relationship and securing new businesses.

• Liaise with other functional/departmental supervisors/ managers so as to understand all necessary aspects and needs of operational development from end to end, and to ensure they are fully informed of customer services objectives, purposes and achievements.

• Support Team Lead / Supervisor in onboarding customer service representatives by providing training, knowledge and skills sharing to assist customer service representatives to be qualified to handle customers’ logistics requirements

• University Degree, preferably majoring in Economic, Foreign Trade, Supply Chain / Logistics or related majors.

• Minimum 3 years working experience in the logistics environment and track record in Customer Services and/or Account management.

• Knowledge and experience in foreign trade, logistics management, warehousing and distribution and other supply chain-related services.

• Customer oriented with the ability to establish strong relationships and interact effectively with customers at various levels and various characteristic.

• Ability to effectively & efficiently adopt/adapt information technology and logistics solutions as an enabler to supply-chain processes.

• Good analytical problem solving

• Strong spoken and written communication skills

• Team player with the ability to work independently under pressure and within deadlines.

• Knowledge of Vietnam Landscapes is an advantage.