Logistics Customer Service Specialist

Opportunity

Key Responsibilities

• Manage and monitor the end-to-end shipment process.
• Coordinate with various stakeholders in shipment process handling.
• Orchestrate the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
• Query Resolution with shippers/Customers/Key Account Managers/other stakeholders, timely resolution, and response to customers.
• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
• Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.
• Work with the KCMs/ Commercial team to establish and strengthen customer relationships.
• Comply to specific customer SOP and monitor respective KPIs.
• Execute reports or other tasks assigned by Team Leader/Manager.

We are looking for

• Solid experience with logistics/supply chain and related areas.
• Good knowledge of and experience with Logistics companies and Supply Chain Management operations, from both origin and destination.
• Fluency in English and French is mandatory. Spanish good to have, not mandatory.
• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
• Stakeholder management skills and relationship building.
• Passion to drive closures & high-level customer service orientation – Customer Centricity.
• Result orientation.
• Well-organized when working under pressure.
• Team player – Works together with others in the business unit to achieve results, fosters teamwork.
• Good understanding of operational processes.
• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Positive and proactive attitude.