Customer Service Specialist (Ocean Freight)

* One vacancy for Air Freight, one vacancy for Ocean Freight
* Main Tasks:
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

Good knowledge of forwarding business, DGF products (AFR/OFR) and business systems
Good knowledge of CS processes and systems
Ability to identify and meet customer needs in a pleasant and friendly manner
Excellent communication and interpersonal skills
Good telephone and E-mail skills
Commercial attitude
Good English skills (verbal/written)

- 13th salary + annual bonus
- Additional Insurance
- Laptop

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