Job?Description:?職位描述
Purpose?for?the?job:?工作目標
Manage?customer?order,?stock?and?cargo?logistic,?scheduling?and?report?to?customer??管理客戶訂單,?庫存及貨物進出，制定計劃，向客戶匯報。
Response?to?customer?inquiry,?dealing?with?customer?complain,?maintain?good?relationship?with?customer??回復客戶問訊，處理客戶投訴，維護客戶的良好關系。
Operation?Data?Stat.，Prepare?reporting,?Filing??操作數據統計，編制報告，整理文件
Assist?Finance?on?Payment?Issues??協助財務收款，統計收費數據
Assist?CS?manager?managing?department?issues??協助客戶經理管理部門事務
Coordinate?on?government?affairs,?maintain?good?relationship?with?government.??協調政府事務，維護與政府的良好關系
Report?to:?CS?Manager?直接匯報：客服經理
Job?Function:?工作職責
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，訂單內容應清晰明確可執行。組織公司內部按照客戶要求按時準確完成訂單指令。
-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生的異常狀況及時通知客戶，并協調公司內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PEPI日常操作，確保輸入PEPI信息準確及時。對所負責客戶在PEPI中的記錄，需要每日檢查。并對系統進行月度清理。
-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，檢查昨日訂單執行狀況，制作符合客戶要求的日進出貨報表，并在規定時間發送給客戶。
-Apply?for?requested?government?application?for?customer?nominated?ships.?Make?sure?the?application?is?retrieved?on?time??對于靠泊船只，按照政府要求進行靠泊前及靠泊后的申報，確保及時取得相關政府批文。
-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，通知公司內部及外部相關方。
-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??維護海關的日常操作，與客戶，海關和報關行保持密切聯系跟蹤貨物的報關狀態，及時準確完成報關手續，確保輸入海關系統信息準確及時。對所負責客戶在海關系統中的記錄，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，安排所負責儲罐的手工檢尺，對比實際庫存與PEPI的庫存和海關系統中庫存的差異，如果差異超過容許范圍，立即調查原因，并通知相關方。
2.?Response?to?customer?inquiry,?dealing?with?customer?complain,?maintain?good?relationship?with?customer??回復客戶問訊，處理客戶投訴，維護與客戶的良好關系
-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，與相關部門溝通，正常情況下，應在當日回復。對于復雜問題，應本著及時的原則做出回應。如無法處理應及時匯報部門經理尋求協助。
-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，應組織內部進行調查，并分析投訴產生的原因，做出預防的方案，并將調查結果以及預防措施匯報客戶,同時做出必要的解釋。與相關方分享該事件的經驗，根據所做出的預防措施采取行動，如果需要應召集管理變更會議，確保類似的投訴事件不會再發生。
-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給公司內部相關部門，并采取相應行動
-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.??每年年底或公司規定的時間對客戶滿意度進行調查，對在調查中發現的問題進行分析和調查,?并與相關方分享，做出改進措施，修改相關程序，并采取改進行動以避免類似的問題再次發生。
3.?Operation?Data?Stat.，Prepare?reporting,?Filing??操作數據統計，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.??每月月底統計當月客戶操作數據及安全記錄，制作符合客戶要求的月度報告，并在規定時間發送給客戶。
-Provide?Stat.?Report?or?data?requested?by?government.??向政府部門提交所要求的各類統計報告
-Provide?Stat.?Report?or?data?requested?by?other?internal?department.??向公司內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.??協助部門經理制定和完善部門內部程序和流程。
-File?consolidation?tidily?and?timely,?filing?and?discard?according?to?company?rule.??相關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??協助財務收款，統計收費數據
-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.??了解關于所負責客戶合同中有關收費的條目，做好日常該收費項目的記錄，索要客戶或相關方的證明。
-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.??根據財務要求定期將記錄輸入PEPI系統，并完成相關支持文件。如果需要得到客戶確認后通知財務收款
-Assistant?finance?on?the?payment?in?case?any?obstacle.???收款遇到困難時，協助財務或商務解決。
5.?Assist?CS?Manager?Managing?Department?Issues??協助客服經理管理部門日常工作
-Manage?department?man-power?and?daily?job,?coordinate?with?other?department?when?CS?manager?is?not?in?office.??客服經理不在公司時，管理部門內部人員和日常工作，并協調其它部門，確保部門工作的順利進行。
-Negotiate?and?discuss?with?debarment?manager?on?CSD?management,?procedure?set?up?and?job?allocation.??與客服經理就部門內部管理，程序制定，及人員的工作安排進行協商，提出建議。
-New?staff?training?and?help?on?new?procedure?implementation.??培訓新員工，推進程序的執行等。
6.?Coordinate?on?government?affairs,?maintain?good?relationship?with?government.??協調政府事務，維護與政府的良好關系
-Visit?relevant?government?department?periodically,?collect?latest?policy?and?regulations,?understand?government?requirement.??定期至相關政府部門進行拜訪，收集政策法規等最新信息，了解政府需求。
-Ask?for?support?and?consultancy?from?government?on?the?doubts?and?problems?in?daily?job.?Find?out?solutions.??對公司日常業務中出現的問題和疑問向相關政府部門進行咨詢，并協調解決。
-Publicize?and?explain?latest?law?and?regulations?internally.?Transmit?government?requirement?to?company.??將最新的法律法規及時向公司內部進行宣傳，咨詢和解答，并把政府要求及時轉達內部。
-Convey?company?policy?and?managerial?approach?to?government.?Ask?for?support?from?government?side.??向政府部門宣傳我公司的經營理念和管理方法，尋求政府的支持。
-Assist?other?department?on?achieving?government?certificates?and?approvals.??協助相關部門取得各類政府批文。
7.?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（包括內部聯系/工作內容）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。
