Customer Success Specialist

Purpose of the Job

Formulate and execute strategic sales plans to maximize market penetration and profitability. 

Job Description

•    Focal point for customer’s freight shipping requests within the industrial sector.
•    Assist customers on status of their shipment, outstanding shipments or tracking.
•    Manage end to end shipment life cycle liaising with all internal and external stakeholders.
•    Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
•    Takes and handles customer inquiries, e.g. Track and Trace.
•    Responsible for all KPIs and SLAs agreed with allocated customers.
•    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 claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
•    Ensure seamless transaction liaising with Pricing and Billing teams.
•    Operational Efficiency and Compliance.
•    Oversee service delivery to customers, collaborating with internal teams to resolve any issues promptly.
•    Ensure team follows company policies and procedures on data security, HSSE compliance, and sustainability.

Job Responsibilities - Experience and Education

•    0-3 years’ experience in the Freight industry
•    2-5 years’ experience of Customer Service preferably handling key business clients
•    Good Express product knowledge
•    Working knowledge of transportation management systems (TMS)
•    Ability to handle challenging situation in a composed manner
•    Excellent English Verbal & Written skills
•    Bachelor’s degree in Industrial Engineering, Supply Chain, Logistics or Engineering 

Leadership Behaviors

Skills