Job Req Number:  117444
Time Type: Full Time

PROFILE

Designation:

•  Customer service  客服

Reporting Line:

• Report to: Supervisor, Customer Service

汇报：客服主管

General Responsibilities:

• Smooth communication with Key account including overseas and domestic client representatives

与海外和国内客户的沟通

• Contact window to client in terms of Customs Clearance and documentation

清关及相关单证方面与客户沟通的窗口

• Timely communication and close cooperation with Warehouse Supervisor to ensure smoothly overall cargo and documentation flow at the synchronized pace

及时与仓库主管沟通并保持密切合作，确保货物流、单证流同步、顺畅

Detailed Responsibilities:

• Receive orders from client and support client to ensure related information, documents complete and compliant;

从客户处接收订单，确保相关信息、单证齐全、正确

• Proactive problem solving, take the lead to handle contingent case if occur and actions as client instructions

积极处理问题，如有异常状况，应主动处理、解决; 按客户指示采取必要措施

• To coordinate internal and external resources and handle rush orders properly, or seek immediate support from warehouse.

协调内部和外部资源，合理处理紧急订单，或寻求仓库等部门的紧急支持。

• Inform customer timely of solution plans and progress of handling

及时通知客户解决方案和问题处理的进程。

• Ensure necessary reporting according to standard operation procedures, both internal and external

根据流程规定，做好内、外部汇报工作

• Close cooperation with OPS supervisor to ensure cargo and documentation flow at the same pace

与操作主管密切合作，确保货物、单证同步进行

• Continuous improvement task taker to maintain high level services to dedicated client

持续改进以确保高的服务水平

• Entry warehouse management system

仓库管理系统录入

• Support warehouse supervisor for the stocktaking

配合仓库主管盘点工作

• Familiar with CIQ

熟悉保税区海关台账系统

Communications

• Internal – OPS team, freight forwarding team, FIN team
• External – dedicated client, Broker

Competency & Qualifications:

• Competency Requirements                                                             Desired Level*                                                     

• Communication                               L4; Strong communication skill, service etiquette and real;             
• Customer Service                             L4; Strongly sales oriented with excellent service etiquette;
• Team Work                                       L4; Cooperative, and real team player with broad business insight;
• People Management                        L4; Self-disciplined and good time management;      
• Problem Solving                               L4; Strong analytical skills and be solution provider;
• Result Orientation                             L4; Can use resources to achieve goals and objectives within timeline;

• Qualifications                                                                             Requirements

• Knowledge & Skills                 Familiar with customer service role and management, Customs clearance 

      知识&技能                                         procedure  in FTZ and documentation flow;

                                                                熟悉客服角色及管理技能，熟悉保税区报关及相关单证流程

                                                 Skillful communication with internal and external

                                                 熟练与内、外沟通的技巧

                                                 Good spoken & written English,

                                                 英语较佳。

                                                 Skills in MS-Office software

                                                 熟练Office软件操作

• Education & Training                      Junior college degree or above

教育和培训                                     大专以上学历

• Experience                               2+ year work experiences in same industry with customer service function,

               工作经验                                           background for global 3PL/forwarder will be preferred;

                                                                         2年及以上客户服务相关工作经验，3PL/货代行业尤佳

• Personal Characteristics          Accountable and responsible, Positive attitude under high pressure, patience

      个人性格                                           责任心强，积极主动，能在压力下工作，有耐心

                                                               Must be aborative, and proactive

                                                               主动，细心

* Notes: Desired Competency Levels

L1. Reactive – Demonstrates basic effective behavior regularly or when the environment provides immediate reason for doing so.

L2. Proactive – Demonstrates effective behavior independently and on one’s own initiative regularly.

L3. Coaching – Stimulating others in the immediate working environment to demonstrate effective behavior, sometimes demonstrate exemplary role.

L4. Shaping – Inspiring others within the entire organization and demonstrates effective behavior by creating the right conditions and keep act as exemplary role within the organization

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.