SCM Customer Experience Agent
On-site · Ho Chi Minh City, Ho Chi Minh City (HCMC), Vietnam
Job Summary
SCM Customer Experience Agent responsible for end-to-end ocean booking management for FCL/LCL shipments, monitoring POs and bookings, securing vessel space, and communicating with shippers and carriers. Acts as primary high-touch contact for assigned accounts, providing proactive shipment status updates and expert guidance. Manages shipper/carrier performance, ensures compliance with customers’ SOPs and international regulations, and drives process standardization and automation opportunities during account migrations. Coordinates with overseas agents, customs brokerage, and downstream teams to prevent bottlenecks and resolve escalations; investigates service deviations and develops structured resolution plans. Produces monthly KPI reports analyzing shipping volumes, transit times, and service exceptions; audits rate cards and supports basic revenue analysis. Oversees system migration from MODS to SCP, including configuration, testing, and final deployment to ensure data integrity. Requires collaboration across teams and strong communication in English, with a focus on continuous improvement and delivering high-quality service."
Required Qualifications
- Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field
- 6 months – 3 years of experience in customer service, logistics, or administrative support (internships accepted)
- Strong communication skills in English (written and verbal); additional languages are a plus
- Proficient in Microsoft Office Suite (Excel, Outlook, PowerPoint)
- Detail-oriented, proactive, and able to work under supervision with limited scope
- Ability to escalate issues appropriately and collaborate across teams
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