Agent/Lead Agent - Order Management

Job description

Main tasks

• Ensure smooth and timely shipment process flow
• Ensure all customers requirements are followed as per the Standard Operations Process (SOP)
• Ensure accurate and timely data entry into our operating system
• Monitor shipment reports to ensure total customer satisfaction
• Lead level will be required: support the Supervisor/ Manager in the following areas: Allocating workloads, monitoring workboard to ensure internal KPI’s are met e.g. timely data entry
• Build and maintaining strong relationships with customers
• Assist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.

Assist in retention calls and complete customer reviews with your regular customers to document in the company system Monitor invoicing and other company's report where needed. Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations. Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team Allocate workloads within team to ensure smooth operations during peak activity or staff absence.

Promote productivity tools within the team (e.g. using workboard, invoice processing, expo ) Be continuously open and positive to implementing new system changes and enhancements with your team.

Qualifications

Graduated student from University/ College or equivalent combination of education and experience. Understanding of Ocean/ Order Management shipment handling process is a plus. Pro-active, strong organizational skills. Good computer skills (Excel, Word, PowerPoint). Fluent in English. Willing to put extra hours, as required. Well-organized, innovative, self-motivated. Able to work in the team, under high pressure and tight deadline.