Job Description

Purpose of the Job

The Customer Success Specialist serves as the focal point of contact for clients regarding shipping requests. This role involves managing the end-to-end customer experience by maintaining comprehensive profiles and ensuring effective communication throughout the shipping process. By providing tailored solutions and support, the specialist addresses client needs and concerns, fosters strong relationships, and maintains existing business.

Job Description

• Focal point for customer’s express and ecommerce shipping requests
• 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

Job Requirements - Experience and Education

• Bachelor’s degree in business or any other field
• 2-4 years’ customer service experience in the Express or Ecommerce industry
• Good Express product knowledge
• Excellent MS office skills: Word, Excel and Power Point
• Working knowledge of transportation management systems (TMS)
• Ability to handle challenging situation in a composed manner
• Excellent English Verbal & Written skills

Leadership Behaviors

Building Outstanding Teams

Collaborate & break silos

Execution & Accountability

External focus

Growth mindset

Inclusion

Innovation

Setting a clear direction

Simplification

Skills

Attention To Details

Communication Skills

Cross Functional Relationship Management

Customer Service Orientation

Flexibility And Adaptability

Interpersonal Skills

Product Knowledge

Teamwork

Time Management