Customer Service Executive

About the Company

Mabuhay from Philippines!

Philippines great international trade relations are well-reflected by ECU Worldwide, through its network of 5 offices – Cebu, Cagayan De Oro, Davao, Manila and Subic. ECU Worldwide is the largest LCL Consolidator in the Philippines with the biggest portfolio of import and export direct services and consolidation locations. You can utilize our FCL, air, domestic, project and out of gauge cargo with the help of over 60 experienced team members. ECU Philippines is the only Consolidator with direct international consolidations boxes to and from Davao, Subic and Cagayan De Oro.

We are hiring for Customer Service and Inside Sales Executive

Responsibilities

• Following communication procedures, guidelines and policies
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Establish good relationship and maintain quality service to clients at all times
• Manage large amounts of incoming calls
• Provide accurate, valid and complete information
• Taking extra mile to engage customers
• Familiarity with TOPAZ system and practices
• Keep records of customer interactions, process customer accounts and file documents
• Provide booking and shipping details and coordinates with Client and other Departments
• Perform other duties that may be assigned from time to time by the Management
• Preparation and sending of quotations to handled clients/account and input into TOPAZ
• Daily updates for handled clients/account
• Preparing of BIS for payment request, billing and rebates purposes
• Creating routing and booking confirmation in TOPAZ for both import and export, collect and prepaid

Job Description

• Input rates per shipment (as per booking list) in TOPAZ
• Shipment monitoring for both Import and Export
• Monitoring of payment voucher and shipping line payments
• Follow-up payment collection from customer/clients
• Assist DO/RO issuance to clients on the system approval
• Handles inquiries with special requirements (eg. DG acceptance, Oversized, Overweight, Triangle shipments, etc.)
• Handle Inhouse customers and Overseas Network enquiries
• Telecalling to existing and new customers, sharing service update and rates quotations, follow up for business
• Manage incoming calls, customer emails and provide solutions
• Prepare rate quotation for services, in consultation with Reporting Manager
• Co-ordinate with Operation and Accounting department towards Manifest, BL Release, Import endorsement, D.O Releasing and carrier payments
• Sharing Sales Leads and do follow-up
• Regular Monitoring of shipments and provide update to Customers
• Build sustainable relationships and trust with customers through open and interactive communication
• Familiarity with systems and practices
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Closely work with Sales, Customer Service and Operations Team
• Update the Management on client's demands, claims, problems, and requirements
• Perform other duties that may be assigned from time to time by the Management

Qualifications

• Candidate must possess at least Bachelor's Degree in any field
• At least with 2-5 years of working experience in the related field (LCL Product)
• Experience in NVOCC/Shipping/Logistics/Supply Chain/Freight Forwarding industry is a MUST
• Strong phone contact handling skills and active listening
• Customer orientation and ability to respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Highly motivated, organizational and time management skills

Required Skills

• Product Knowledge
• Logistics/Supply Chain
• Customer Service
• Operations
• Sales
• Market Research

Preferred Skills

• Relationship Building & Networking
• General Management
• Customer Service
• Negotiation Skills
• Analytical
• Attentiveness
• Patience
• Oral and Written Communication
• Planning and Time Management
• Systems Oriented (Software)
• Computer (Microsoft Office)