Customer Experience Agent

• Manages end-to-end shipment process in compliance with relevant company procedures and agreements with the customer.

• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service.

• You will be the primary point of contact for key customers, ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.

• Take ownership of the customer issues and solve in an urgent and responsible manner.

• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.

• Focuses on high-quality data to set a high standard for all the assignments managed.

• Proactively follow up and keep customer informed of any issues or changes to their shipment.

• Regularly review and update SOP/IOPs.

• Identify and execute upselling opportunities.

• At least 01 year of experience in Supply Chain Management / Operation Management / Customer Experience or similar roles in the freight forwarding and logistics industries.

• Experience with Supply Chain Management (SCM) / end-to-end products is a big plus

• A bachelor’s Degree, majoring in Logistics and Supply Chain Management, is preferable

• Language proficiency: Native Vietnamese, Professional English level

• Customer-centricity mindset with a continuous improvement approach

• Excellent interpersonal and communication skills and analytical skills

• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills

• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions