JOB DESCRIPTION Job Title: Department: Reporting to: Job Holder: Responsible for (title): Backup to : Last Update 15 May 14 1. Overall Purpose polite attitude; Customer Service Specialist Customer Service & Documentation - Tianjin LBU Manager, Tianjin (TBA) N / A N / A Revision Total Pages 3 3 - Ensure to provide quality / professional service to customers and handle queries in a patient / - Always ensure to protect company interest; - Perform data input to support the daily operations of the department. 2. Dimensions - Input booking – 110 bookings per week; 3. Key Accountabilities (Priority and Percentage) a) Immediate key in compass and ensure 100% rate / surcharge accuracy; (75%) b) Patiently / politely answer phone enquiries & solve customer’s problem via fax/e-mail/phone in a prompt / enthusiastic manner; (10%) c) Encourage INTTRA usage, release booking through INTTRA within 2 hours upon receipt; (5%) d) Check customers for any shortfall 2 days before vessel closing & compass updating; (5%) e) Match compass booking within 24 hours (after vessel sailed); (5%) 4. Job Context (A) Business Contacts EXTERNAL: HSRAS HR-009, (Rev 3) 15 May, 2014 P.1 of 3 JOB DESCRIPTION - Patiently / politely answer phone enquiries & solve customer’s problem via fax/e-mail / phone in a prompt / enthusiastic manner; - Customers and destination agents; INTERNAL: - within Customer Service and Documentation department; - Close coordination with other departments & N. China offices to resolve any customer issues. (B) Decision Making OWN DECISION: - Equipment release to customers; - Set the priority for data input per any special agreement with shipper or at the request of customers; - Share the job duties among team partners at the peak time. (C) Others - Sometimes the position holders have to take customer’s complaint, and try to explain to them in a polite way. 5. Competencies (Knowledge, skills and attributes) - Good communication skill and customers oriented; - Good telephone manner; - Willing to learn; - Responsible and able to work independently under pressure; - Fluency in Mandarin and written English. HSRAS HR-009, (Rev 3) 15 May, 2014 P.2 of 3 JOB DESCRIPTION 7. Organization Chart General Manager Area North China Tianjin Branch Manager (1) Sales Representative (1) Sales Coordinator (1) Customer Service / Documentation Clerk Export (3) Import (1) Equipment Controller (1) Finance/Administration Clerk (1) Job Holder: Date: --------------------------------------- ---------------------------------------- Signature Manager: Date: --------------------------------------- ---------------------------------------- Signature HSRAS HR-009, (Rev 3) 15 May, 2014 P.3 of 3
