Senior Representative, Customer Service and Support

• 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 supervisor/manager when there are potential costs impact and service issues.• Review and propose processes which will help to achieve cost savings and ensure profitability• Monitor established processes and audit measures to support and meet customers’ requirements at agreed level.• Monitor and guide Customer service representative (CSR) to comply with customers’ and vendors’ requirements• 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.• Oversee and maintain team reports, ensure required reports / data are provided in timely and accurate manner.• Support Customer service supervisor (CSS) in managing carriers, forwarders, other service providers to ensure compliance to customers’ requirements.• Plan, schedule, coordinate and set priorities work for the team, ensure proper assignment and adequate manning of facilities.• Assist CSS in training CSR to meet the demands of customers in a professional manner.• Assist CSS to coordinate and manage CSR when necessary• Support and develop Vendor Logistics Program with the aim of deepening business relationship and securing new businesses.