General Responsibilities 主要工作职责

• To provide excellent, efficient and high-quality service to customer at all times

始终为客户提供卓越、高效、优质的服务

• To take charge manage and be accountable for daily operations and ensure their compliance within area guidelines and company’s policies and procedures.

负责日常运营管理，确保遵守区域指导方针以及公司政策和程序

• To ensure high productivity and good quality on customer service and manage the team.

确保高效优质的客户服务，并管理团队

• To act as facilitator for the review of existing accounts and operational processes in order to identify & recommend opportunities for improvement and business optimization.

负责现有客户和运营流程的审查，以识别并提出改进和业务优化的机会

Detailed Responsibilities 具体工作职责

• Establish local SOPs with shippers/consignees for nominated business where necessary

根据指定业务需求，与发货方/收货方共同制定本地标准化操作流程(SOP)

• Provide quotations of charges to shippers/consignees for the business where necessary. Handle customer inquiry via phone, e-mail and face to face meeting

针对业务，向发货方/收货方提供费用报价单， 通过电话、邮件及面谈等多渠道处理客户咨询

• Attentive to details on customer requirements and expectation by careful listening and proactive communication. Provide accurate, precise and quick answers or information to customer inquiry or concern.

认真倾听并主动沟通，关注客户需求和期望的细节。针对客户的咨询或疑虑，提供精准、快速的答案或信息。

• Check and verify documents (perform due diligence) to ensure full compliance with DSV internal standards and customer requirements (SOP), Execute the shipment booking by following the SOP and quotation

核查单证文件（履行尽职调查），确保完全符合DSV内部标准及客户SOP要求，严格遵循SOP及报价单要求执行货运订舱操作

• Maintain good knowledge on DSV systems, processes, tools and organization by continuous earning and development

通过持续学习和发展，掌握DSV的系统、流程、工具和组织架构

• Inform Head of Ocean Freight of any irregularities or problems that require assistance and to feedback on subcontractors’ standards and service

就需协助的异常情况或问题及时上报经理，并反馈分包商服务标准执行情况

• Handles customers’ inquiries, complaints, claims follow up, verify credit terms and credit status, and coordinate with departments concerned on related issues, Feedback pre-claim details and status to customers

处理客户问询、投诉、索赔跟进，核实信用条款及资信状况，协调相关部门解决关联问题，向客户预先通报索赔详情及处理进度

• Prepare customers’ statistics and reports upon request, Process and create documents including but not limited to warehouse advise, trucking orders, invoices and other docs which requested by customers

按要求编制客户数据统计报表，处理并制作包括但不限于入库通知、运输订单、发票等客户要求的文件

• Invoicing / verification and posting of incoming invoices, Job costing

发票开具/核验及应付账款登记，作业成本核算

• Allocate internal resources, monitor and guide the daily operation working of the subordinates in line with IOP, to ensure high quality service is delivered to the customers.

合理安排内部资源，按照操作规范，监督指导组员的日常工作，以期达到客户要求

• Develop OP in business knowledge and personal competence by coaching and training.

对组员提供业务知识和个人能力发展的培训和指导

• Take up additional tasks as assigned, back up for other team members when necessary.

完成上级指派的其他任务， 必要时为团队成员提供工作备份支持