Job Description

Key Tasks • Acts as key contact for allocated customers • Accepts and processes orders for handover to Operations • Stays informed on shipment and exception status for allocated customers • Proactively informs customer on shipment status and exceptions • Provides spot quotations and performs up- and cross-selling on inbound customer calls • Passes on leads to Sales • Handles customer inquiries • Handles customer requests with regard to Go Green topics • Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions • Acts as first contact point for customer claims for notification and reception of claims and respective document collection • Develops relationship with allocated customers • Participates in joint Sales visits if necessary • Accepts all orders (from customer or overseas office) and processes them for handover to Operations • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution • Provides spot quotations and closes contract • Performs up- and cross selling (inbound calls) for existing customers and passes on leads to Sales • Takes and handles customer inquiries, e.g. Track and Trace • Takes customer requests with regard to Go Green topics and informs Regional Go Green Head • Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer • 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 DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete • Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling) • Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates • Escalates issues, if required Job requirements: • Must have background in Logistics, Customer Service, Freight Forwarding, or a related field. • Must have experience in Customer service • Good communication skill is required • Good time management & able to support on weekend and public holidays (if required) • Proficiency in MS Office applications • Results-driven, proactive, and adaptable to changing business needs and withstand pressure