张培清

• Optimizing SOP, designing KPI and increasing productivity
• Collecting and analyzing data from service providers
• Timely support for sales department, both in data and service
• Daily cataloguing of booking orders from abroad and domestically
• Evaluating key factors in process and addressing problems, guaranteeing supply chain operations running smoothly
• Coordinating between local and overseas departments
• Handling complaints from clients, maintaining relations and providing sales support in order for sales team to gain further market share

KEY PROJECT

Direct ship from Fuqing port to Korean ports

Customer Service Representative | HMM Co., Ltd. 2018.1-2021.3

I am in charge of customer service in the project. Main job is working with sales department to collect and analyze data from market and service providers, operating booking order, answering quires and handling complaints. The project reached the goal that doubling the market share to near 80% and customers’ 100% satisfaction.

• Precise booking order entry
• Formulating and streamlining SOP, strengthening productivity
• Managing clients’ order, collecting and monitoring providers’ data
• Mutual communication between local and overseas agents
• Identifying potential service problem and promoting procedure accordingly
• FAR creation and sending
• Working with accounting department to follow-up payment and adjust credit term

• Daily communication with overseas branches and service providers
• Increasing productivity by optimizing SOP
• Managing client orders, collecting and monitoring service provider data
• Responsible for liaison between various teams and departments internally and externally
• Handling queries and complaints over phones and via email
• Ability to provide end to end customer support from beginning till resolution is achieved