We are looking for a Customer Service Representative that will handle the following:
Customer Service
- Track and trace
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ETA/cut off confirmation
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e-COM queries
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Resending documents (A/N, draft, invoice, others)
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Customer notifications
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Identify clients’ claims and disappointments as an improvement opportunity.
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Make sure to handle internal queries on time in order not to delay answers to clients.
Bookings
- Bookings creation, amendment and cancellation
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Main BL update according to Schedule
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Business errors handling
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Monitor daily booking requests and confirmation within SLA (2hs)
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Monitor Hive system and escalate to CSM any issue affecting bookings confirmation on time
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To be in close contact with clients, especially when booking confirmation depends on allocation/equipment
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To handle booking/SI survey recovery
External Interfaces
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Coordination of booking list with Terminals
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Coordination of priorities on loading restrictions with Cargo Flow Manager/Sales Manager
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Identify new clients´ request as an opportunity to know the needs and offer a personalized service as part of the retention policy
Internal Interfaces
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Handle communication with Documentation Team, Financial Dept, Sales, Operations and Equipment before answering to clients
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Propose solutions to problems and bottle neck measuring clients´ special needs
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Having regular coordination meetings with all relevant departments.
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Monitor Auto Freight to avoid MC and delays on collection process.
Requirements:
- Academic education in Foreign Trade
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Working experience in a global company / Shipping industry-advantage.
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Proficient in MS office, Excel in particular.
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High control of English language (Speaking, reading and writing)
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Communication skills
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Reactiveness
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Customer service approach (internal & external)
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Analytical thinking
Function:
Countries & Business Development
