Customer Service Representative

Description

We are looking for a Customer Service Representative that will handle the following:

Customer Service

• Track and trace
• ETA/cut off confirmation
• e-COM queries
• Resending documents (A/N, draft, invoice, others)
• Customer notifications
• Identify clients’ claims and disappointments as an improvement opportunity.
• Make sure to handle internal queries on time in order not to delay answers to clients.

Bookings

• Bookings creation, amendment and cancellation
• Main BL update according to Schedule
• Business errors handling
• Monitor daily booking requests and confirmation within SLA (2hs)
• Monitor Hive system and escalate to CSM any issue affecting bookings confirmation on time
• To be in close contact with clients, especially when booking confirmation depends on allocation/equipment
• To handle booking/SI survey recovery

External Interfaces

• Coordination of booking list with Terminals
• Coordination of priorities on loading restrictions with Cargo Flow Manager/Sales Manager
• Identify new clients´ request as an opportunity to know the needs and offer a personalized service as part of the retention policy

Internal Interfaces

• Handle communication with Documentation Team, Financial Dept, Sales, Operations and Equipment before answering to clients
• Propose solutions to problems and bottle neck measuring clients´ special needs
• Having regular coordination meetings with all relevant departments.
• Monitor Auto Freight to avoid MC and delays on collection process.

Requirements

• Academic education in Foreign Trade
• Working experience in a global company / Shipping industry-advantage.
• Proficient in MS office, Excel in particular.
• High control of English language (Speaking, reading and writing)
• Communication skills
• Reactiveness
• Customer service approach (internal & external)
• Analytical thinking