Making the documentation:

- Reserve booking to airlines on time

- Send the booking confirmation to customer on time

- Track and trace shipment daily and keep update to client.

- Work close with carrier to resolve any space problem if any

- Communication with client/agent daily.

- Following key account SOP and client specific SOP if any

- Coordinating with commercial team to ensure all handling step will be according to SOP and company’s strategy.

- Complete billing process: issuing Debit Note/Credit note/SOA.

Handle document exactly:

-Generate MAWB/HAWB/Manifest/SID and also related documentation of airfreight shipment exactly

-Finish job file on time per month

KPI Management:

- Manage work item on client’s system and complete within SLA

- Manage KPI weekly of the team.

Management:

- Daily monitor and follow up with Customer Service team to make sure Customer’s SOPs are strictly complied and reach KPIs

- Control the number of escalation in a month / shipment in a month.

- No delay on problem solving: Corporate with relevant departments to find solutions for problems of the customer in the best way possible;

- Provide outstanding and exceptional customer service.

External Complaint from customer

- Take care customer careful & satisfy the customer requests

- Complete the claim process if any.

Internal Complaint from Customers

- Work closely with other BU to get the full information to handle the shipment

- Support other BU to provide the best service to the customers

Initiative Create new initiative for development and improvement

Compliance assurance

- Compliance with Company Regulation, policies, SOP of BU, current law.

- Increase working efficiency

- Follow up with AR/CS team and support deal payment with Shipper/agent.

- Decrease the number of mistake of operation: Monitor procurement; follow KPI- Operation process strictly; …

- Provide outstanding and exceptional customer service.

- Follow Operations activities such as customer complaint, delivery status.

RESPONSIBILITY

• Ensure to send the booking, document on time
• Ensure to finish files before deadline
• Ensure to satisfy customer request
• Ensure no complaints from internal & external customers