Ray You Email and Phone Number

1. Be a Subject-Matter-Expert and ownership for Great China customers.2. Engage with Customers and provide expertise (deep-dive sessions when required)3. Provide regular product updates and rollout on new features, to the customers4. Drives new Go-To-Market initiatives to the customers.5. Support region on driving local Sales Enablement Initiatives; focus on upskill sales organization6. Full responsibility of customer onboarding activities.7. Responsible for upsell opportunities to existing customers8. Customer account plan & execution and continued subscription to renewal9. Work with CS team for customer requirements alignment10. Share customer feedback and requirements with TradeLens Global Team to support product development and commercial strategy

1. Responsible for Maintenance fee collection, including build and enact collection process.2. In charge of making the post-sale workflow for TFS(Trial for Sale) customers and target the customers with sales together3. Responsible for upsell and cross-selling opportunities to existing customers4. Set dangerous-customer level, sift and analyze the root causes of them by week.5. Checking issue tickets periodically, review and analyze to avoid any heavy complaint 6. Daily investigation of offline robots and analyze the reason to activate them.7. Pay a visit to customers, do on-site research.8. Share customer feedback and requirements with product team to enhance the product

1. Help Sales to do system demonstration at pre-sales stage.2. Manage whole Onboarding project, from first touch to go-live. (Including implementation, training, question answering, requests/requirements collecting etc..)3. Provide regular product updates and rollout on new features to the customers4. Coordinate with other internal teams to make sure the whole implementation phase stays on track, aslo to avoid any risk during entire onboarding project.5. By analyzing existing system utilization, deeply dig customers' potential requirements, work with related team to upgrade product in order to elevate user experience.6. Make customer success plan, including contract renewal and up-sell

1. Provide end-to-end support for new clients (China, Southeast Asia) during their on-boarding process make sure they can go live and navigate system successfully, proceed regular follow-up phone call after go-live, handle any kind of problems and requests from customers during implementation phase and after it.2. Maintain existing customers and deal with any kind of problems and requests (including complaints) from them in order to satisfied them for building solid relationship.3. Take part in customer service staff recruitment, experience in setting up CS team.4. Mentor team members how to do the daily work of Relationship Manager, offer help when they have trouble with their works and give correct guide according to company policy5. Look for or develop appropriate person who might have potential to become a Relationship Manager from the companies which we acquired.6. Relay the instruction from Global Customer Services Manager to team members. Also collect team members’ thoughts or comments on any things which I think might be helpful and valuable to Relationship Manager work, then submit to Global Customer Services Manager7. Work with other regional customer services team leaders to make sure the companies in different area of those global customers are on the same page in terms of company support process.8. Work together with other internal team, like Sales, Invoicing&License team, Product team to ensure our customers get support from all aspects.9. Cooperate with external ServicePartner to ensure the served customers to get better service.10. In charge of making any kind of report regarding China Customer Implementation every month.11. Sort out and make workflow/SOP of some special China Project for China RM team.12. Travel for training other area RMs, For example, Shenzhen, Taiwan.

Deal with system(ETMS) issue for VIP client(GE) by email and telephone.File system issue as Client Request, Operation, Service Request and System Issue for every question.Summarize question report and CR report for GE every monthMaking user instruction for GE when we have new system moduleTest new function for GE before it was published on stage environment

IN CHARGE OF VIP CLIENT(SAMSUNG) DAILY AIR SHIPMENT ACCORDING TO SAMSUNG DDU&DDP SHIPMENT COMMUNICATE WITH OVERSEAS AGENT ABOUT IMPORT CUSTOMS CLEARANCE AND DELIVERY.ENQUIRY/QUATO DDU/DDP CHARGES FROM/TO OVERSEAS AGENT. COORDINATE WITH SALES/OP/FINANCE DEPT TO MAINTAIN CLIENT BETTER.

In charge of company's all direct clients customer service work, including Ocean/Air, import/export cargo.Try to gain no complaint from client, but if there is, will deal with the complaint properly and make client satisfied Cooperate with OP, Sales, Financial Dept to maintain clients better.Make SOP for some important clients, and help sales finish RFQMake import/export routing to meet every kind of needs of any client, track the shipment trace, keep improving operation to satisfied clients.Looking for and building good relationship with overseas agents, communicate with them for shipment's status, quote to and inquiry from overseas agent.Redevelop with direct clients, looking for new client and new projectManage/Training/evaluate CS team including daily job checking

Maintain sales CIF clients, including Ocean, Air, Import/Export cargoThrough making good relationship with client, to find out their requirement and serve them.Aim at some regular clients and good profit clients, I serve them as their only contact window.Help sales make quotation of any kind of incoterms, and inquiry carrier and other forwarder for better price.Make SOP for important clients, and help sales finish RFQ.Communicate with overseas office, build good relationship with them to get better abroad price and quick feedback about shipment which they are handling with.Cooperate with financial, Ocean, Air, Import, Trucking Dept to make sure all shipments move smoothly.Redevelop with FOB direct clients, help sales looking for new client and new project

As a OP&CS, in charge of US, CA, South American, AU FOB Ocean export shipments Handle with all issues which occurs when cargo was in transportationCooperate with carrier, booking agent, broker, trucking company to ensure all shipments move smoothly.Cooperate with doc to serve client in each process.Communicate with overseas office and agent, build good relationship with them to get better abroad price and quick feedback about shipment which they are handling with.Seeking better price in the market to make more profit for company.