You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of customer excellence
Your Role
Your will be responsible for supporting customers by providing helpful information, answering questions, + responding to complaints.
Your Responsibilities
You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives:-
- To qualify + enter customer orders into the operational execution process.
- To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the operational care center (OCC), destinations + regional stakeholders.
- To establish + strengthen operational relationships with customer contact(s) through daily interactions, regular care visits, pro-actively advising + consulting to ensure customer satisfaction.
- To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway in decision-making, following up to ensure quotations are accepted + closed.
- To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
- To collaborate with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges.
- To document, resolve, analyze all complaints, then identify, share + eliminate root causes.
- To create review + refine customer reports.
- To ensure delivery against all financial targets + strategic objectives across ISC.
Your Skills and Experiences
- 4-5 years of experience in sea logistics, freight forwarding, or supply chain management
- Proficient with systems, data analytics, and Excel (including VLOOKUP and pivot tables)
- Strong communication and customer service skills
- Possess a good attitude and strong planning management abilities
