Senior Customer Service Representative

About Royal Den Hartogh Logistics

Royal Den Hartogh Logistics is a leading logistics service provider for the chemical, gas, polymer, and food industries. Our family-owned company, founded in 1920 in the Netherlands, is strongly committed to safety and sustainability. Together with our customers and suppliers, we develop smart logistics solutions that contribute to an efficient supply chain.

With a presence in 58 locations across 28 countries, our team of over 2,700 dedicated professionals operates a modern fleet, including 25,000 tank containers, 4,900 dry bulk containers and dry bulk trailers, 575 road tankers, and nearly 900 trucks. Join us and be part of a dynamic and forward-thinking team!

A new role has been created within our Global Logistics BU in Indonesia - Senior Customer Service Representative. Together with your colleagues, you will provide creative transport solutions, always looking for opportunities to upsell and ensure the customer is fully aware of all products/services. You will be agile, constantly switching between customer service, managing orders, liaising with operations, discussing developments in sales, and working on improvements. This position will be based out of our Medan office.

Key Responsibilities
1. Organize and coordinate vessel schedule requirements and intended activities including creation of manifest, and vessel space booking, arrangement of Master Bill of Lading. 

2. Coordinating internal operations team  to ensure smooth delivery of shipments. 

3. To ensure the smooth facilitation and processing of customer’s shipments within required Standard Operating Procedures (SOPs) and timeframes without supervision. 

4. Build sustainable relationships and trust with customer through open and interactive communication

5. Coordinate with relevant parties for custom clearances and trucking arrangements .

6. Prepare shipping documentation accurately and in a timely. 

7. Complete all required file administration including documentation, billing, vendor invoices. 

8. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

9.  Assist with collection of demurrage from customers, and support the payment and invoicing process to vendors. 

10. Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback. Strategizing and monitoring the daily activities of customer service operations. Assisting customer service staff with duties where required.

11. Monitor and report on KPIs.

Competencies & Qualifications Required: 

• Min. education at Diploma level. 

• Min. 3 years’ experience in a similar role, experience in Freight Forwarding/Logistics is an advantage. 

• Fluency in Medan Hokkien. 

• Strong interpersonal skills; able to build relationship with people from different culture. 

• Ability to work under pressure, meet deadlines through good time management and allocation of priorities and  able to work in fast paced environment.

• Proactive and a strong drive to constantly improve and achieve results.

• A team player with initiative, willingness to learn and open to new challenges and responsibilities. 

• Good knowledge of Incoterms and proficient in MS office applications.