Executive, Customer Service

Key Tasks

• Acts as key contact for allocated customers
• Accepts and processes orders for handover to Operations
• Stays informed on shipment and exception status for allocated customers
• Proactively informs customer on shipment status and exceptions
• Provides spot quotations and performs up- and cross-selling on inbound customer calls
• Passes on leads to Sales
• Handles customer inquiries
• Handles customer requests with regard to Go Green topics
• Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
• Acts as first contact point for customer claims for notification and reception of claims and respective document collection
• Develops relationship with allocated customers
• Participates in joint Sales visits if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contract
• Performs up- and cross selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• Escalates issues, if required

Job requirements:

• Must have background in Logistics, Customer Service, Freight Forwarding, or a related field.
• Must have experience in Customer service
• Good communication skill is required
• Good time management & able to support on weekend and public holidays (if required)
• Proficiency in MS Office applications
• Results-driven, proactive, and adaptable to changing business needs and withstand pressure