Associate Representative, Customer Service and Support

This position is responsible for delivering APLL commitment to key customers, meeting day to day operations requirements of the customers. He/she assists customer service supervisor and team lead in vendor seminar program (VSP) to ensure vendors understand and acknowledge customers’ requirement and standard. He/she also participate in implementation of Vendor Logistics Program through consultation to vendors to deepen business relationship, introduce APLL services to vendors and secure new business for APLL.

Responsibilities

• Execute established processes and audit measures to support and meet customers’ requirements at agreed level.
• Execute and adhere to customer service requirements from LPs/FAPs to Bookings, Cargo movement, Data Transmission, Invoicing.
• Problem Resolution – ensure issues are tackled immediately and escalate to Customer Service Team Lead / Supervisor when there is potential cost impact.
• Streamline processes to achieve cost savings and ensure profitability.
• Ensure periodic variances explanations for KPI performance measurement are provided in timely and accurate manner.
• Periodic review of costs and revenue, and ensure APLL continues to make money in all service provided.
• Continuously identify service gaps, make recommendations and implement solutions to enhance greater customers’ satisfaction.
• Continuously intensify relationship with vendors and customers in order to maintain and protect company business.
• Support and develop Vendor Logistics Program with the aim of deepening business relationship and securing new businesses.

• University Degree, preferably majoring in Economic, Foreign Trade, Supply Chain / Logistics or related majors.
• Knowledge and / or experience in foreign trade, logistics management, warehousing and distribution and other supply chain-related services.
• Customer oriented with the ability to establish strong relationships and interact effectively with customers at various levels and various characteristic.
• Good analytical problem solving
• Strong spoken and written communication skills
• Team player with the ability to work independently under pressure and within deadlines.
• Knowledge of Vietnam Landscapes is an advantage.