Customer Service Agent - 4PL

Key responsibilities

Owns and manages the customer experience by managing end-to-end shipment process, in compliance with relevant company procedures and agreements with customer. Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders

• Improves the customer satisfaction by delivering superior customer experiences.

• Perform tasks in compliance with customer’s Standard Operational Process (SOP).

• Execute and manage end-to-end export/import/domestic shipment operation.

• Communicate and manage external/internal stakeholders including cross-functional teams at the customer and customer’s vendors.

• Manage Daily/Weekly/Monthly/Quarterly performance.

• Proactively handle day-to-day issues through in-depth root cause analysis (RCA) and take corrective/preventive action.

• Implement new process and support internal/external projects.

• Seek out and acts on continuous improvement opportunities both in relation to the customer and internal/external stakeholders.

We are looking for

• Preferably minimum 3-5 year's work experience in logistics industry and with good understanding of local market.

• Knowledge about global key customers and business setup would be a great plus, as well as technical skilled and interested

• Good command of written and verbal English skills

• Strong ownership and responsibility of customer’s business and owned tasks.

• Customer-focused and positive attitude in building customer relationships

• Team player that has a proactive and ‘can do’ attitude.

• Ability to work under pressure with high sense of urgency.

• Good stakeholder management and communication skills

• Energetic and passionate person with ability to drive performance

• Address root causes and seek continuous improvements in the processes

• Open to consider candidates from Osaka and Tokyo