我们正在寻找对客户服务有浓厚兴趣,并致力于在蓬勃发展的集装箱运输行业长期发展的人才。
候选人一经录用，将：
- 在年轻、充满活力的环境和氛围中工作；
- 根据部门的实际情况，您将需要完成各类客户服务相关的任务，例如（但不限于）：
1）出口订舱
核实订舱资料,在规定时间内完成订舱；
发送相关通知给客户
协调各部门及时处理订舱上的相关问题
2）出口单证
接受和检验客户托单，生成海运提单及发票；
发送提单样本给客户确认
保证及时完成提单样本
及时处理异常提单
3）进口操作
检查系统单证是否完成；系统开票；发到货通知给客户；
发海关进口EDI舱单和进口清单给指定船代；
核实特殊货物（危险品/大件货/超标箱/废品等），如码头有特殊操作，通知客户联系码头核实具体的操作流程；
跟踪抵港后未换单货物。
4) 出口客服订舱
接听客户电话
处理与客户的诉求案例
根据客户要求处理预订查询
目的地流程变更
处理与运输相关的异常
核实运输异常情况，并在适用的情况下向客户收取额外费用。
处理所有必要的沟通
跟踪转船情况
遵循标准流程和管理层传达的新要求
5）出口客服单证
处理客户电话
处理与客户的诉求案例
作为提单查询的入口点
处理文档异常和硬错误，主动解决问题，保证服务交付
如有需要，处理紧急情况下的提单修改
在适用的情况下向客户收取额外费用
处理通过电子邮件收到的发票修改(撤销)
处理提单释放请求(电放，证书)
积极改善海关和文件流程(如监控SI质量和时间，收入处理，客户资料)
遵循标准流程和管理层传达的新要求
应聘要求：
大专及以上学历；
物流、国际贸易、采购、供应链管理或相关专业, 有海运行业工作经验者优先；
良好的英语读写能力，英语四级或同等水平证书优先；
熟悉办公软件；
良好的沟通能力，能独立工作以及具备良好的团队合作精神；
积极的工作态度和良好的客户服务意识
Customer Service Coordinator
We are searching for motivated candidates with a keen interest in Customer Service and are looking to build a career in this evergreen container shipping industry.
Key Responsibilities:
- The selected candidate will be working in young, vibrant and dynamic environment
- There will be internal opportunities for job rotation within the Customer Service department
- Depending on the nature of the sub-function, you may be required to perform various customer service tasks such as (but not limited to):
1) Booking
- Evaluate shipping requests, complete and update booking timely and accurately
- Distribute booking confirmations to customers
- Vessel balancing activities
- Etc
2) Documentation Export
- Receive and verify shipping instructions, create and complete Bills of lading and Invoices timely and accurately.
- Transmit required shipping documents (eg. Bills of Ladings, Invoices etc) to customers and Customs for filing
- Clear documentation exceptions and disputes timely
- Follow up daily on outstanding revenues
- Etc
3) Documentation Import
- Check the shipments completeness; create invoices/arrival notices for customers.
- Submit EDI manifest data to relevant ship agent
- Check special shipments and provides the relevant documents/forms/files to concerned parties (including dangerous goods, OOG goods, break bulk cargos, waste goods, etc.).
- Monitor long-stay containers and handling abandon cargoes
- Etc
- Communicate with relevant internal departments (eg. Sales, Operations and world-wide offices) and external vendors (e.g vessel agents) to assure specific customers’ shipments and needs are handled appropriately.
4）CS Booking
61 Handle Customer phone calls
61 Handle cases correspondence with customer
61 Act as point of entry on potential claim requests
61 Handle booking inquiries as per customer’s request
61 Process change of destination
61 Handle shipment related exceptions
61 Verify transport exceptions and bill additional costs / fees to customer where applicable. Addresses all necessary communication
61 Act as point of entry related to VGM exceptions
61 Follow up transshipment
61 Build Expertise in all topics related to Export Booking
61 Follow standard processes and new requirements as communicated by management
Qualification:
- Diploma or bachelor degree.
- major in logistics, international trade, purchasing and supply chain management or related is preferred but not necessary.
- Experience in the Maritime Industry is preferred but not necessary.
- Good command of English (read & write), CET-4 or equivalent English proficiency certificate.
- Proficient in Microsoft office.
- Able to communicate well, work independently as well as in team.
- Positive and pleasant attitude with customer service mindset
Note:
Salary will commensurate with your qualification, experience and skills.
薪资会根据您的资历、经验和技能来决定。
The personal information provided by you in applying this career opportunity may be transferred to other Hapag-Lloyd entities and/or to third party vendors outside of China for evaluation and processing purpose. Hapag-Lloyd will ensure the confidentiality and privacy of your personal information in according to the applicable data privacy laws, including the Chinese Cybersecurity Law. By submitting your application, you grant your consent to Hapag-Lloyd for transferring the personal information provided by you outside of China to other Hapag-Lloyd entities and/or to third party vendors.
在您申请该职位空缺过程中所提供的个人信息可能会被传输至中国境外的其他赫伯罗特实体和/或第三方服务商以进行进一步的评估和处理。赫伯罗特会依据相关法律要求，包括中国网络安全法，来确保您所提供之个人信息的保密和隐私。通过提交您的申请，您授权赫伯罗特将您所提供的个人信息至中国境外的赫伯罗特实体和/或第三方服务商。