CAROL MAI
Sunshine North,Australia
Summary
Customer Service Specialist with background in managing customer inquiries, resolving conflicts and providing solutions to enhance customer satisfaction. Strong communication skills coupled with ability to handle multiple tasks simultaneously have consistently improved operational efficiency. Notable for fostering positive relationships with customers by understanding needs and delivering timely service.
Overview
18
18
years of professional experience
Work History
Customer Service Specialist (Air /Sea Import)
DSV Air & Sea
04.2023 - Current
- Coordinating with Origin office for the Origin rate/charges and provide to BDM/KAM/Sale Support for quotes
- Coordinating with consignee and Origin stations to arrange bookings in order to meet consignee schedule
- Follow up, tracking and proactively notice customers about their shipment’s status and exceptional and identifying, sharing, providing solutions if any issues occurred
- Monitor order progression to ensure timeliness
- Sending daily/weekly reports to customers based on their required
- Liaise with overseas offices / other departments and customers for order coordination
- Analysing / solving all queries/issues for all emails send to the customer service central mailbox and send to the correct person/department/interstate offices
- Providing customer service, keep relationships with customers and keep them satisfied as well as handle their inquiries/complainations
- Compliance company’s procedure and policy
- Updating SOP for current customers as well as new customers on board
- Generate spot quote to the customers
Customer Relations Specialist (Air /Sea Import)
DHL Global Forwarding
09.2022 - 01.2023
- Coordinating with consignee and origin station to arrange bookings in order to meet consignee schedule
- Follow up, tracking and update to customers about their shipment’s status beforehand and providing solutions if any issues occurred
- Monitor the shipments from door to door
- Make quotations as per customer requested
- Providing customer service, keep relationships with customers and keep them satisfied
- Report to customer as requested
- Compliance company’s procedure and policy
- Handling portfolio customers
Sea Outbound Customer Service
MOL Logistics
01.2013 - 07.2013
- Coordinating with vendors/shippers/overseas agents for routing orders and shipping plans to arrange and ensure cargoes are loaded on time and smoothly
- Updating shipment status to overseas agents and buyers
- Booking space with Shipping Lines / Co-loaders, issuing Seaway bills, invoices to agents and clients, send pre-alerts, daily-weekly-monthly statements…
- Keep track of arrange settle payment to Shipping Lines/ Co-loaders on time
- Following flight schedule, tracing cargoes, solving problems
Sea Outbound Supervisor
Wings Logistics (Vietnam) Ltd
06.2008 - 09.2012
- Negotiating with Shipping Lines / Co-loaders for rates and spaces
- Training new staff, controlling and monitoring their jobs, reporting to Managing Director
- Solving problems like missing and compensation to clients, and any matters arise during cargo handling processes
- Coordinating with overseas agents to update rates and market situations
- Keeping regular contact with customers to maintain good relationships and meet all their queries for shipping
- Following up SOP for key accounts
- Reporting to Managing Director weekly / monthly performance, to overseas agents daily cargo’s plan
Operation
Air Sea Worldwide Taiwan Ltd
01.2007 - 05.2008
- For Air Outbound: Coordinating with vendors/shippers/overseas agents for routing orders and shipping plans to arrange and ensure cargoes are loaded on time and smoothly
- Updating shipment status to overseas agents and buyers
- Booking spaces with Airlines / Co-loaders, issuing airway bills, invoices to agents and clients, send pre-alerts, daily-weekly-monthly statements…Keep track of arrange settle payment to Airlines/ Co-loaders on time
- Following flight schedule, tracing cargoes, and solving problems
- For Air-Sea Inbound: Receiving documents, issue D/O for release shipments, follow up Debit, Credit notes for agents, and clients
- Handling troubles if applicable as revised Manifest, re-weight cargoes, missing labels…etc
Education
Diploma of Hospitality -
Australian College of Applied Education
09.2016
Bachelor of Business Administration - Foreign Trade
The University of Economics Hochiminh City
12.2010
Skills
- Problem resolution
- Customer relationship management
- Schedule mastery
- Confident and willing to work under high pressure
- Straight forward and well organized
- Hard-working, dynamic, and creative
- Ability to work with high team-work spirit
- Ability to identify what needs to be done next and doing it without waiting for instructions
- Have a high sense of responsibility
Languages
Vietnamese
Native or Bilingual
Timeline
Customer Service Specialist (Air /Sea Import)
DSV Air & Sea
04.2023 - Current
Customer Relations Specialist (Air /Sea Import)
DHL Global Forwarding
09.2022 - 01.2023
Sea Outbound Customer Service
MOL Logistics
01.2013 - 07.2013
Sea Outbound Supervisor
Wings Logistics (Vietnam) Ltd
06.2008 - 09.2012
Operation
Air Sea Worldwide Taiwan Ltd
01.2007 - 05.2008
Bachelor of Business Administration - Foreign Trade
The University of Economics Hochiminh City
Diploma of Hospitality -
Australian College of Applied Education
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