DUTIES & RESPONSIBILITIES
Build the plans and strategies of CS & Pricing
Develop and implement short- term and long- term strategies and plans for CS & Pricing department to improve service quality.
1. Coordinate and manage CS Service
Manage overall customer service operation, service quality and management resources of customer relationship.
Manage the performance of CS in charge of import and export goods and domestic CS in compliance with the Company&039;s process and SOP with customers.
Monitor the service quality through customer&039;s reflection & engagement, rate of complaint/positive feedback,- employee problem- solving ability.
2. Coordinate and manage Pricing assignments
In charge of getting prices from shipping lines and domestic suppliers.
Monitor and update shipping contract prices.
Research the market and evaluate the advantages of shipping lines, airlines, international agents and purpose .
Solve arising problems (apply for extension of closing time, cont shell, dump yard...).
Dealing with vendors/ partners about international freight rates, negotiate for the lowest price.
Handle related situations.
Regularly update market information.
Follow team to keep updating the rates for Sales Department.
Propose to BOD about the working plan, development methods, product strategy building.
Support and coordinate with Sales/Cus/Doc Department to resolve related issues.
Maintain and develop relationships with shipping lines, airlines, coloaders.
Maintain and expand relationships with customers & shipping lines/agents/suppliers
Work directly with shipping lines and customers/shipping lines/agents/suppliers.
Receive problems and requirements of customers provided by CS staff.
Implement quarterly service evaluation to customers.
Guide & offer solutions to support CS & Pricing staff to give feedback to customers/shipping lines/agents/suppliers.
Control and improve service quality by bringing service evaluation criteria.
Studying and training
Research and training plan for new products: study how to handle, general concepts of new products.
Build training plan of Soft skills for team members.
Learn the knowledge and process of handling goods in the USA for delivery.
Internal management
Build and develop CS & Pricing process. Implement periodical evaluation of CS & Pricing processes and continuously improve innovation.
Engage with team members and improve team collaboration .
Supervise the activities of CS & Pricing staff, speed up the progress, quality and capacity of CS & Pricing staff&039;s work.
Develop goals and KPIs for CS & Pricing Department.
Support, participate in the recruitment process of CS & Pricing staff.
Propose to reward/ reprimand/ discipline CS & Pricing staff base on case- by- case.
Communicate and support to solve issue with related departments.
Other duties assigned by higher level.
Report periodically as required by BOD.
Develop training programs, direct training to ensure the quality of CS & Pricing staff, evaluate employee performance periodically.
Make decisions within the internal Pricing & CS department and propose BOD of the policies and solutions of Pricing & CS.
REQUIREMENTS
Education:
Good knowledge of transportation laws and regulations.
Good knowledge of logistics or companies specializing in forwarder.
Graduated from universities majoring in international trade, economics, maritime or other related majors.
Good knowledge and experience of forwarding (sea freight, air freight), import- export, transportation, customs.
Working Experience:
Priority is given to strong experience of US route both sea/air.
Good MS Office.
2- 3 years of experience or more in the position of CS & Pricing manager in the forwarding or import- export industry;
Fluent in English (Chinese is a plus).
Professional Skills:
Excellent Customer service skills with customer- oriented minded.
Strong problem- solving skills.
Good analyse and synthesis skills.
Good communication and interpersonal skills.
Good pricing skills with profit- oriented minded.
Ability to work independently and under high pressure
Good negotiation and persuasion skills.
Innovative & creativity mindset to achieve better efficiency.
