Customer Service Specialist Shenzhen

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

Job Purpose

•    Operate outbound shipments to make sure the customer service quality

•    Daily communication with Customers and overseas to handle the shipment

Key Accountabilities

1    Take all incoming calls from customers, facilitate, coordinate or give direct responses to assigned customers

2    Keeping close contact with customer for shipment status updating & problem solving.

3    Answering overseas inquiries and involving in daily correspondences with network for shipments status and solutions

4    Work closely with local agents, brokers for proper cargo operation;

5    Work with CSSC team on accrual relate cost/revenue in OFS system and ensure all data accuracy

6    Attend external and internal audit and drive actions to be taken within agreed time frame.

7    Clarify the irregular cargo status and work out the solution to solve the problem like Cargo missing / damage, cross labelling, mis-routed and wrong cargo received.

8    Make sure billing accuracy against tariff and regular track AR on COD account.

9    Attend relevant customer meetings as required of the business, with the presence of the CS Manager, Sales or Account Managers

10    Any ad hoc assignments by direct Manager

Supporting OKAM role:

1.After checking the weekly SPOT cabin price list, upload it to the customer system and make corresponding modifications and cancellations based on internal updates. 

2.Upload quotations for Ad hoc requirements and notify customers and relevant teams; Upload the new BSA/charter flight quotation according to KAM requirements.

3.Update the fuel surcharge for BSA in the customer system every month and communicate with the customer for approval.

4. KPI analysis and review, conduct root cause analysis with relevant internal departments when performance results are unsatisfactory, and participate in necessary team corrective measures.

5. Verify fine information and clarify internal and external communication, apply for fine exemption, follow up on system updates and approvals.

6. Respond to customer WeChat group demands; Major abnormal upgrades, review of claims issues, and communication and coordination between internal CSA and customers.

7.Monitor performance according to customer performance indicators. If necessary, organize retraining.

8. Communication/training/feedback on the implementation of new customer requirements/new system functions.

9. Support for internal system alignment and customer requirements settings.

10. Back up when KAM is away or on vacation

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.