KEY RESPONSIBILITIES:


Manage customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
Effective handling of escalated situations and complaints across several communication channels
Work with our extended Customer Experience team and ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
Deliver proactive customer service - track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives
Constantly seek ways to improve our service and customer experience
Act as a primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers
Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services


WHO WE ARE LOOKING FOR:


Minimum 5 years of experience in customer experience and logistics, with a strong background in customer service and a proven track record of success.
Proficiency in Microsoft Office Suite and a solid understanding of supply chain processes.
Has excellent communication skills (written, verbal, and interpersonal).
Analytical and solution-oriented, with the ability to use logic and methods to solve complex problems effectively.
Quick learner who adapts to new challenges, thrives in dynamic environments, and is comfortable managing multiple systems.
Results-driven, with experience working in high-performance KPI environments and strong commercial awareness.
Skilled at building rapport, navigating high-tension situations with diplomacy, and relating to diverse stakeholders.
Flexible, open to change, and committed to continual personal and professional development.
Highly organized and detail-oriented, capable of producing accurate and timely reporting.