Job?Description:?職位描述
Purpose?for?the?job:?工作目標(biāo)
Manage?customer?order,?stock?and?cargo?logistic,?scheduling?and?report?to?customer
管理客戶訂單,?庫存及貨物進(jìn)出，制定計劃，向客戶匯報。
Response?to?customer?inquiry,?dealing?with?customer?complain,?maintain?good?relationship?with?customer
回復(fù)客戶問訊，處理客戶投訴，維護(hù)客戶的良好關(guān)系。
Operation?Data?Stat.，Prepare?reporting,?Filing
操作數(shù)據(jù)統(tǒng)計，編制報告，整理文件
Assist?Finance?on?Payment?Issues
協(xié)助財務(wù)收款，統(tǒng)計收費數(shù)據(jù)
Report?to:?CS?Manager?直接匯報：客服經(jīng)理
Job?Function:?工作職責(zé)
1.?Manager?customer?order,?stock?and?cargo?logistic,?scheduling?and?report?to?customer??管理客戶訂單,庫存及貨物進(jìn)出，制定計劃，向客戶匯報。
-Verify?customer?order?while?receive?it?from?customer.?Handover?customer?order?to?operation?for?execution.?Make?sure?order?content?is?clear?accurate?and?executable.?Organize?company?internal?sources?to?complete?the?order?timely?and?correctly?in?accordance?with?customer’s?request.??接收客戶訂單，將訂單及時傳遞給運作部，訂單內(nèi)容應(yīng)清晰明確可執(zhí)行。組織公司內(nèi)部按照客戶要求按時準(zhǔn)確完成訂單指令。
-In?case?any?abnormal?happens?in?the?process?of?order?execution,?coordinate?with?relevant?department?find?out?solution?immediately.?Customer?shall?be?properly?informed?in?a?timely?manner.??.對在訂單完成過程中發(fā)生的異常狀況及時通知客戶，并協(xié)調(diào)公司內(nèi)部與客戶尋求解決方案。
-Maintain?PEPI?daily?record,?make?sure?all?data?input?is?accurate?and?lately.?Check?PEPI?record?for?responsible?customer?on?daily?basis.?System?housekeeping?shall?be?done?on?monthly?basis。維護(hù)PEPI日常操作，確保輸入PEPI信息準(zhǔn)確及時。對所負(fù)責(zé)客戶在PEPI中的記錄，需要每日檢查。并對系統(tǒng)進(jìn)行月度清理。
-Each?morning,?verify?bookstore?against?physical?store?and?orders’?execution?for?previous?day.?Finish?customer?daily?reporting?base?on?customer?request?and?delivery?it?to?customer?at?agreed?time.??每日上班核對賬面庫存與實際庫存，檢查昨日訂單執(zhí)行狀況，制作符合客戶要求的日進(jìn)出貨報表，并在規(guī)定時間發(fā)送給客戶。
-Apply?for?requested?government?application?for?customer?nominated?ships.?Make?sure?the?application?is?retrieved?on?time??對于靠泊船只，按照政府要求進(jìn)行靠泊前及靠泊后的申報，確保及時取得相關(guān)政府批文。
-Work?closely?with?customer?and?agent?about?the?ship?schedule.?Update?berth?allocation?and?inform?all?relevant?parties?timely??與船代和客戶就船舶到港時間密切溝通，并及時更新船舶靠泊計劃，通知公司內(nèi)部及外部相關(guān)方。
-Maintain?custom?system?daily?record,?keep?close?contact?with?customer?and?custom?broker.?Follow?up?cargo?custom?status.?Complete?relevant?custom?clearance?formality?for?responsible?customer?timely.??Make?sure?all?data?input?is?accurate?and?lately.?Check?custom?system?record?for?responsible?customer?on?daily?basis??維護(hù)海關(guān)的日常操作，與客戶，海關(guān)和報關(guān)行保持密切聯(lián)系跟蹤貨物的報關(guān)狀態(tài)，及時準(zhǔn)確完成報關(guān)手續(xù)，確保輸入海關(guān)系統(tǒng)信息準(zhǔn)確及時。對所負(fù)責(zé)客戶在海關(guān)系統(tǒng)中的記錄，需要每日檢查。
-At?each?month?end,?arrange?manual?tank?dip?to?verify?physical?store?against?PEPI?book?stock?and?stock?in?custom?system.?If?the?variance?exceeds?allowed?tolerance,?investigate?the?causes?and?inform?relevant?parties?immediately.??每月月底，安排所負(fù)責(zé)儲罐的手工檢尺，對比實際庫存與PEPI的庫存和海關(guān)系統(tǒng)中庫存的差異，如果差異超過容許范圍，立即調(diào)查原因，并通知相關(guān)方。
2.?Response?to?customer?inquiry,?dealing?with?customer?complain,?maintain?good?relationship?with?customer??回復(fù)客戶問訊，處理客戶投訴，維護(hù)與客戶的良好關(guān)系
-Coordinate?with?relevant?department，?response?to?customer’s?inquiry.?Normally?response?time?shall?be?within?one?working?day.?For?complex?scenario,?CSR?should?response?to?customer?in?timely?manner?and?report?it?to?customer?service?manager?for?assistant.??對于客戶的日常訊問，與相關(guān)部門溝通，正常情況下，應(yīng)在當(dāng)日回復(fù)。對于復(fù)雜問題，應(yīng)本著及時的原則做出回應(yīng)。如無法處理應(yīng)及時匯報部門經(jīng)理尋求協(xié)助。
-Organize?investigation?for?customer?complains?received.?Analysis?the?root?causes?and?work?out?preventions,?report?causes?and?preventions?to?customer?and?make?necessary?explanations.?Share?the?case?with?relevant?parties;?Take?action?according?to?the?preventions.?Call?for?management?of?change?meetings?if?necessary.?Make?sure?similar?case?will?not?happen?again.??如收到客戶投訴，應(yīng)組織內(nèi)部進(jìn)行調(diào)查，并分析投訴產(chǎn)生的原因，做出預(yù)防的方案，并將調(diào)查結(jié)果以及預(yù)防措施匯報客戶,同時做出必要的解釋。與相關(guān)方分享該事件的經(jīng)驗，根據(jù)所做出的預(yù)防措施采取行動，如果需要應(yīng)召集管理變更會議，確保類似的投訴事件不會再發(fā)生。
-Organize?periodical?operation?review?meeting?with?long?term?customer,?keep?record.?Convey?the?meeting?conclusion?to?relevant?parties?and?take?action?accordingly.??與長期客戶組織定期操作回顧會議，做好會議記錄，并將會議中做出的決議傳達(dá)給公司內(nèi)部相關(guān)部門，并采取相應(yīng)行動
-Carry?out?customer?satisfaction?survey?at?each?year?end?or?at?company?defined?time.?Analyze?and?Investigate?the?problems?find?out?from?the?survey.?Share?the?conclusions?with?relevant?parties,?work?out?corrective?measures,?improve?the?procedures?and?take?action?to?prevent?from?recurrence.??每年年底或公司規(guī)定的時間對客戶滿意度進(jìn)行調(diào)查，對在調(diào)查中發(fā)現(xiàn)的問題進(jìn)行分析和調(diào)查,?并與相關(guān)方分享，做出改進(jìn)措施，修改相關(guān)程序，并采取改進(jìn)行動以避免類似的問題再次發(fā)生。
3.?Operation?Data?Stat.，Prepare?reporting,?Filing??操作數(shù)據(jù)統(tǒng)計，編制報告，整理文件
-Stat.?operation?data?and?safety?record?at?each?month?end,?prepare?monthly?report?in?accordance?with?customer?request,?delivery?it?to?customer?at?agreed?time.??每月月底統(tǒng)計當(dāng)月客戶操作數(shù)據(jù)及安全記錄，制作符合客戶要求的月度報告，并在規(guī)定時間發(fā)送給客戶。
-Provide?Stat.?Report?or?data?requested?by?government.??向政府部門提交所要求的各類統(tǒng)計報告
-Provide?Stat.?Report?or?data?requested?by?other?internal?department.??向公司內(nèi)部各部門提供所要求的各類報告
-Assist?department?manage?on?drafting?or?improving?department?procedures?and?documentations.??協(xié)助部門經(jīng)理制定和完善部門內(nèi)部程序和流程。
-File?consolidation?tidily?and?timely,?filing?and?discard?according?to?company?rule.??相關(guān)文件及時完整的整理，歸檔，并按要求的時間和方法銷毀。
4.?Assist?Finance?on?Payment?Issues??協(xié)助財務(wù)收款，統(tǒng)計收費數(shù)據(jù)
-Understand?the?payment?definition?in?contract?for?responsible?customers.?Keep?good?record?for?to?support?the?payment.?Ask?for?approval?or?prove?from?customers?or?relevant?parties.??了解關(guān)于所負(fù)責(zé)客戶合同中有關(guān)收費的條目，做好日常該收費項目的記錄，索要客戶或相關(guān)方的證明。
-Maintain?PEPI?records?for?invoicing?according?to?finance?rule,?Complete?supporting?documents.?Inform?finance?to?send?to?the?invoice?after?retrieving?customer’s?approval?if?needed.??根據(jù)財務(wù)要求定期將記錄輸入PEPI系統(tǒng)，并完成相關(guān)支持文件。如果需要得到客戶確認(rèn)后通知財務(wù)收款
-Assistant?finance?on?the?payment?in?case?any?obstacle.???收款遇到困難時，協(xié)助財務(wù)或商務(wù)解決。
5.?Other?Duties?as?assigned??其它工作
-Other?Assignments??其它指派工作
-Be?familiar?with?the?work?of?other?posts?within?the?department?（include?daily?jobs?and?the?situation?of?all?clients;?always?be?ready?for?replacement?on?any?post.??熟悉本部門任何崗位的工作（包括內(nèi)部聯(lián)系/工作內(nèi)容）及各個客戶的情況，隨時能夠替代任何崗位。
-Comply?and?promote?company?SHE&Q?regulations?and?culture??遵守并推行公司SHE&Q的政策。