View job listingSenior Customer Service Executive / Customer Service Executive
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Our client is a Global Company that innovates, optimizes and drives the supply chains and marketing promotions of many of the best known brands in the world. They are now seeking a Logistics Executive, Plan & Book to join their team.
Senior Customer Service Executive / Customer Service Executive
Responsibilities
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Be the primary point of contact and act as an advocate for the customers, internally within the organization.
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Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.
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Ensure smooth execution of the end to end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
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Proactively track shipments and notify customers of relevant deviation from the shipment plan, including potential solutions and alternatives.
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Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
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Manage and improve day to day process interaction with customers by leveraging detailed customer knowledge. Responsible for customer satisfaction.
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Understand claims policy and its impact and hence, guide customers best possible through any potential claim situation.
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Contribute to the setting up of Standard Operating Procedures with the customers and suppliers, to ensure key requirements are captured and ownership is clearly defined.
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Actively seek out and act on continuous improvement opportunities both in relation to customers and internal/ external stakeholders. Communicate politely with suppliers and service providers by email/ letter/ face to face and/ or telephone.
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Maintain accurate and timely records of correspondences or discussions with respective stakeholders.
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Develop and maintain effective working relationship across functions to ensure there is efficiency while meeting customer’s requirement.
Desired Skills & Experience
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Minimum Diploma in Business Administration or other discipline.
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Experience in customer service for at least 5 years.
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Strong interpersonal skills to enable effective cross functional teamwork. Good spoken and written communication skills. Self-starter and fast learner who can work independently.
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Ability to plan and prioritize work.
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Ability to work well under pressure.
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Customer oriented and result focus.
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Good analytical and problem-solving skills.
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Ability to look beyond the obvious and identify creative solutions.
