1. Purpose of the position:

We are looking for the right individual to join the Ocean Freight team in Vietnam. The scope of the role includes:

• Ensure the accurate and timely movement of ocean freight to- and from specific locations within the service standards agreed with the Customer
• Handle all Customer facing communication and shipment related internal communication between/with DB Schenker stakeholders
• Provide Customers with proactive exception management in case of service quality deviations including follow-up and problem resolution
• Act in a manner which increases Customer satisfaction and loyalty, maximizes shipment profitability and decreases operating expenses
• Promote a paperless, digital office environment utilizing all modern communication methods and electronic tools provided by DB Schenker
• Support a positive, attractive working atmosphere and office environment
• Explore new business opportunities with existing SME customers (e.g. new trade lanes or LCL business)
• Creating of- and pricing for solutions covering ocean freight services for current Customers in Schenker's quotation tool(s)
• Administrative activity of delivering quotations to potential and current Customers
• Follow-up with potential and current Customers about quotations made
• Request involvement of Sales Team for additional follow-up actions on quotations made - as applicable
• Maintain information and new business opportunities in Schenker's CRM tool (SalesCloud) for relevant accounts for visibility purposes
• Comply with internal requirements and KPIs defined for the CRM tool (SalesCloud)
• Update and maintain existing customer SOP's / guidelines handed over by the Sales organization when changes occur
• Conduct occasional customer visits and QBR's as required / directed by local Management
• Actively participate in growth efforts planned by the Sales organization for specific market opportunities and focus areas
• Meet churn rate target set for existing customers

2. Specific Accountabilities:

• Run compliance check against corporate and legal guidelines - as applicable
• Ensure valid quotation is in place
• Continuously obtain adequate shipping volume forecast information from Consignee and maintain this information at all times - as applicable
• Continuously provide Consignee's volume forecast information to Origin Office - as applicable
• Receive pre-shipment status from Origin office and continuously inform Consignee - as applicable
• Receive booking request from Consignee or Origin Office - as applicable
• Qualify booking request details against customer service agreement and current market conditions- as applicable
• Verify booking request with Consignee and provide shipping instructions to Origin Office - as applicable
• Provide preferred routing instructions to Origin office - as applicable
• Request and receive delivery instructions from Consignee and relay to Hinderland
• Request update from/with MDM Team (Master Data Management) as applicable
• Initiate credit check for Consignee and follow up on credit issues with Finance Team
• Facilitate communication between Customer and Import customs department - as applicable
• Receive and/or upload relevant Customer documents to digital archive (ODM) - as applicable
• Continuously provide demurrage & detention details to Consignee
• Explore upsell opportunities with the Consignee
• Generate operational reporting for Customer - as appplicable
• Ensure compliance with Customer specific KPI's - as applicable
• Ensure sustainable retention and growth of existing SME customers in terms of volumes in line with annual targets set
• Follow up on the resolution of formal customers claims and informal complaints
• Steer and organize sales activities for assigned, existing 'SME' accounts (as assigned by local Management)
• Follow up and engage in communication regarding exception handling between TOPS import and TOPS export as applicable

3. Job requirements:

• Professional Apprenticeship Certificate (dual education) or Basic Academic Degree (Associate, Undergraduate)
• Ability to multi-task
• Effective communication skills and professional communication etiquette
• Fluency in written and spoken English
• Fluency in written and spoken [local] language
• Perform well under pressure
• Strong computer (Windows PC) skills
• Decision-making and problem-solving skills
• Ability to prioritize and manage time
• Attention to detail and accuracy
• Organizational skills
• Must work well within a team