Establish Customer Support-
· Communicate with client on the process of their relocations.
· Provide consultation regarding customs & shipping information.
· Ensure to discuss queries with surveyor/sales people. When Job is Booked.
· Efficient communication between Santa Fe and their destination partners when organizing a relocation whether it be outbound, local or storage move.
· Phone customer to thank them for the business and confirming details. Also includes regular phone calls throughout progress of the move.
· Phoning HR to thank them for the move if relevant
· Provide additional information to client as and when required.
Ensure Customer Satisfaction-
· Timely follow up on customs paperwork.
· Manage the moving process with other departments to ensure a seamless & hassle-free move for the client.
· Resolve issues relating to the move in a timely manner.
· Overall responsible for the coordination of the move to achieve excellent customer satisfaction score.
· Provide up-to-date and accurate information to transferees when relocating.
· Timely update of storage extension
· If we do not have consignment details, chase up with DA for full consignment details and update traffic.
· For any JI revisions, updating the JI and resending to Operations / Traffic / Warehouse.
· For COD accounts, liaise with customer straight away and arrange to collect payment prior to packing commencing.
· Sending packing confirmation to the shipper enclosing all of the relevant customs documents.
· Arranging box delivery or any other special requirements during the move — putting details into Orbis and alerting Operations & Warehouse.
· Keeping in constant contact with the client and assisting them in completing the customs form and answering any questions they may have —either via email or phone
· Verify Agent invoices and tally with our costing/quotation
· Invoice dispute should rectify immediately
· Manage Customer complain and feedback (QSM)
· Efficient communication between Santa Fe and their destination partners when organizing a relocation whether it be outbound, local or storage move.
· Sending confirmation package to client with all relevant customs documents attached.
· Make sure all the documents are in order for customs clearance
· Respond to agent and client in a timely manner
· Communicate with client to arrange for delivery
· Call client in the morning on the first day of the move to make sure all-in order
· Report back to booking agent with the delivery report and final charges one working after the move.
· E-File and apply import permit with government portals
· Prepare job instruction in the system
· Attend to any duty and assume any responsibility as directed as and when required by management.
· Monitor the unbilled job to make sure job are bill 2 days after the move is completed
· Attend to any duty and assume any responsibility as directed as and when required by management
· At least 3 years’ of experience in the related field is required for this position
· Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in related field
· Knowledge of customs clearance processes
· Familiar with government portals for eFiling of import permits
· Excellent interpersonal, written and oral communication skills