Customer Success Specialist
1 month ago
• Focal point forcustomer’s freight shipping requests within theindustrial sector.
• Assist customers on statusof their shipment, outstanding shipments ortracking.
• Manage end to end shipment lifecycle liaising with all internal and externalstakeholders
• Proactively informs customer onshipment status, exceptions and provides intermediate updates onincident solution
• Takes and handles customerinquiries, e.g. Track and Trace
• Responsiblefor all KPIs and SLAs agreed with allocatedcustomers
• Takes and registers all customercomplaints
• Drives solution of customercomplaints by solving it directly or assigning tasks to otherfunction
• Acts as first contact point forcustomer claims; supports customer in notification and reception ofclaims, provides claims documents, collects required documents fromclaimant and hands over to specialized claims handlers whendocuments are complete
• Ensure seamlesstransaction liaising with Pricing and Billingteams
JobRequirements (Experience andeducation):
• 0-3years’ experience in the Freightindustry
• 2-5 years’ experience ofCustomer Service preferably handling key businessclients
• Good Express productknowledge
• Working knowledge of transportationmanagement systems (TMS)
• Ability to handlechallenging situation in a composed manner
•Excellent English Verbal & Writtenskills
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