COM – Hong Kong

Report to: Customer Service Manager, Area South China

Job Description:

• Handle e-mail / correspondence from overseas office within same working day
• Deal with One-off free time applications from customers, handle customer calls and inquiries related to free time
• Handle Import Free storage & detention filing & maintenance in NIPL system (Hong Kong and 3rd party agent ports), ensure smooth invoicing & proceeding in WTC & free time requirements
• Prepare inbound / outbound schedule / tailor-made report for customers / VIP accounts / Tenders and periodical Performance Reports for internal departments
• Directly update VIP customers about vessel schedule and container status, close monitor vessel delays and omissions at Hong Kong
• Issue announcement & notice / proceed phone calling for any vessel delay / port omission / schedule changes of all import / export cargoes
• Prepare and distribute the GRI / surcharge adjust announcements / COV letter / re-schedule notice for import / export customers and explain patiently for any service feature / irregularities
• Contact consignees to pick up / return overdue import boxes, prepare official letter with outstanding amount and mail to customer for any long idling / overdue import container
• Generate pre-invoice for overdue free time surcharges by e-mail or mail based upon Weekly Logistics Overdue Container Report
• Handle China inspection / Cold Treatment / Inbound COD / Re-export request from customers, check with offices / departments concerned for COD charges involved, update DOCSYS and arrange COD with terminal / departments once getting written confirmation, payment & B/L return from customer
• Generate vessel’s Import Container Report from DOCSYS, cross check all local charges (DTHC, EMF, Doc….etc) and free time are appropriate in system, clarify with loading port office if necessary and update DOCSYS for any Correction Note received
• Prepare & distribute the Arrival Notice & Invoice to import customers before vessel arrival, also the Delivery Order for B/L exchange in counter
• Cross check the ICS report from Operation department in order to ensure container has been discharged properly, send Hot Box application to terminal upon customer’s request
• Proceed EMAN and Import Statement submission to Hong Kong Customs (C&E) & Government departments for all Import & Transshipment cargoes in Hong Kong
• Import customer database report maintenance
• Monthly D&D invoice checking
• Immediate key in COMPASS (create new bookings to shippers) and maintenance of COMPASS booking (input accurate freight & surcharges within vessel closing day, cancel bookings) and ensure 100% rate / surcharge accuracy
• Ensure to provide quality customer service to customers, patiently / politely answer phone enquiries & solve customer’s problem via fax / e.mail / phone in a prompt / enthusiastic manner
• Check with customers for any shortfall 2 days before vessel closing & update COMPASS
• Encourage e-platform usage (INTTRA, GTNEXUS….etc.), release booking either from fax or through INTTRA / GTNEXUS within 2 hours upon receipt
• Fix daily INTTRA problems & handle INTTRA enquires
• Handle Export Free storage & Free detention request
• Handle Export Change of Vessel / Destination, Cancel Shipment, Rework, Hot Box, Late Come / On / Under Desk stowage and other operational request
• Prepare tailor-made transshipment for transshipment hub office as well as performance report for Tenders and VIP a/c
• Contribute to meet or exceed sales objectives of Area South China by promoting and selling Hamburg Sud and Alianca service to Direct Accounts, NVOCC’s, Freight Forwarders, Trading Companies, and other channels through professional customer service skills and long-term customer relationship
• Always ensure to protect company interest
• Record phone in customer details and relay to sales team to follow up

Qualifications:

• Preferably tertiary education with 5 passes in HKCEE
• Fluent Oral English, Mandarin & Cantonese
• Fluent Writing of English & Chinese
• Minimum 2 years’ shipping / forwarding experience
• Ability to communicate and to add value to customers as well as to maintain friendly relationship 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.

Please apply with full resume in PDF format with expected salary by email by clicking "Apply Now".

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