Ocean Freight Customer Service Representative

 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 knowledge in English (verbal/written)

- Bonus
- Private Health Insurance
- 14 days

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