Customer Success Staff (Forwarding Company)

► Inside Sales:

• Take care of all inquiries from existing customers and businesses, lanes like answering questions, concerns, complaints, rate inquiries, and so on, consult/discuss with the sales owner, or Business Marketing upper level for the proposals to customers.

• Conduct service contracts with customers

• Monitor AR with customers

• Handle RFQ for existing customer: Collect the buying rate for RFQ/schedule by collaboration with procurement team/operation team then have discussing with Sales owner/KWE oversea before submit to customer

► Operation monitoring:

• Create or sharing SOPs for the way to arrange for the shipments and services based on customers’ agreements and requirements (to share the contents with the team).

• Collaborating with operation teams to match and following customer’s request.

► Others:

• Handle and resolve customer complaints.

• Obtain and evaluate all relevant information to handle product and service inquiries.

• Perform customer verifications.

• Keep records of customer interactions and transactions.

• Record details of inquiries, comments, and complaints for review.

• Check the vol/revenue of each customer frequently by databases and make the report with analyze in the end of month

► Education and experience:

• Bachelor or higher education degree in a relevant field.

• Advanced training or certifications with demonstrated experience or expertise in the forwarding and logistics industry processes and practices.

• Experience in using systems for bookings, documentation, shipping document insurance, and intranet.

• Hands-on experience in executing all aspects of operational procedures efficiently.

• Knowledge of KWE’s products and services is a plus.

► Required skills and abilities:

• Good at MS Office (Word, Excel, PowerPoint).

• Intermediate English proficiency. Another language (Japanese, Chinese, Korean, etc.) is a plus.

• Ability to work well under pressure and manage multiple tasks simultaneously.

• Excellent verbal and written communication skills, with an emphasis on active listening.

• High attention to detail, accuracy, and the ability to proofread and edit work.

• Customer-focused with a strong customer service orientation.

• Flexibility and adaptability to change.

• Proactive and self-starter with initiative and problem-solving skills.

► Working Conditions and Benefits:

• Working Place: TTC Building, No. 19, Duy Tan Street, Cau Giay Dist, Hanoi City

• Working time: Monday to Friday, from 8:00 AM to 5:35 PM

• Annual Leave: 12 days/year (after probation time)

• Net salary: Negotiable (13 months a year plus Tet bonus & Annual performance bonus)

• Annual Salary Increase: once per year

• Performance Assessment: twice per year (fixed in April and October)

• Insurance: 24 hours’ Accident Insurance, 100% Social Insurance, Health Care Insurance

• Others: International working environment with many opportunities for learning and development, training courses, company trip, etc.