Ref: HKG COM 2016-34R

Customer Order Management – Hong Kong

Report to: Customer Service Manager, Area South China

Job Description:

• Immediate key in and/or update DOCSYS once received SI (shipping instruction) and/or revision from customer, ensure 100% input accuracy in DOCSYS and provide the B/L draft & preliminary invoice to customer for cross checking
• Patiently / politely answer phone enquiries & solve customer’s documentation problem via email / phone in a prompt / enthusiastic manner
• Check with customers for SI submission / B/L draft & preliminary invoice confirmation before SI cut and/or DOCSYS data unload
• Unload DOCSYS data (Hong Kong Loading Port only) to destination and/or transshipment port office(s) for AMS / ACE / ENS involved Services, back up ASC offices for data unload if necessary
• Proceed EMAN and Export Statement submission to Hong Kong Customs (C&E) & Government departments for all Export & Transshipment cargoes in Hong Kong port
• Ensure smooth & quality counter service for B/L issuance & payment, coordinate with team members on back up issue when counter colleague on leave
• Minimize the Correction Note issuance & improve the input quality of team members
• Handle email / correspondence from overseas offices / internal departments / ASC offices / agents within same working day
• Encourage E-Platform usage (INTTRA, GTNEXUS….etc.), provide the B/L draft & preliminary invoice to customer within 48 hours upon receipt of SI
• Handle daily documentation issue and system update of cargo rollover, change of destination, elsewhere / cross payment, 3rd place B/L issuance, switch B/L & correction note issuance
• Ensure correct surcharge has been applied and/or exempted according to COMPASS input, waiver from Management and internal exemption list
• Always ensure to protect company interest
• Record phone in customer details and relay to Customer Service / Sales teams to follow up

Qualifications:

• Preferably tertiary education with 5 passes in HKCEE
• Fluent Oral English, Mandarin & Cantonese
• Fluent Writing of English & Chinese
• Excellent knowledge on words / excel application
• Minimum 2 years’ shipping / forwarding experience
• Ability to communicate and to add value to customers as well as to maintain friendly relational with them
• Good telephone manner according to company requirement
• Learn continuously from others to improve self-knowledge to provide better and more efficient information to customers

We offer a competitive remuneration package to the right candidate.

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