Customer Service Officer

3 weken geleden

Den Haag, Zuid-Holland, Nederland Undutchables Voltijd
The Customer Service Officer Export is responsible for shipment handling, pro-active customer service and exception handling. They are responsible for maintain a solid workflow determined by customer The Customer Service Officer Export is responsible for shipment handling, pro-active customer service and exception handling. They are responsible for maintain a solid workflow determined by customer service processes of SSL and work in close co-operation and collaboration with local and other offices. They ensure that the agreed company policies are followed and adopt needed procedures to make sure that handling of daily tasks is in line with agreed targets to secure reliable service and satisfaction of customers and internal stakeholders.
This position is a 6-month contract role.
Responsibilities:
  • Case Ownership: Respond to customer queries across various channels within agreed SLAs and quality standards. Act as the primary contact for shipment-related inquiries, collaborating with relevant stakeholders to keep customers informed throughout the resolution process.
  • Booking Management: Oversee and modify bookings as required, ensuring accurate updates to all relevant internal and external parties. Notify customers of any booking issues, such as schedule changes, equipment availability, customs documentation, or pre-carriage problems.
  • Order Processing: Ensure timely processing of orders, validate data, and input information into the system accurately.
  • Cost Monitoring: Monitor and manage additional costs for bookings, ensuring accurate charges are applied to customers or internal cost centers. Address non-freighted bookings and manage the freighting workflow.
  • Customer Communication & Escalations: Handle customer communication professionally, including resolving complaints related to unexpected shipment disruptions or other issues. Escalate recurring problems to management and ensure timely resolution of special customer demands.
  • Exception Management: Serve as the central point for handling exceptions, supporting other offices with queries, and addressing shipment disruptions. Coordinate with customers and manage system modifications as needed.
  • Support & Collaboration: Assist shared service centers by addressing queries raised during the booking process (RFIs). Collaborate with other departments and facilitate communication between teams for seamless operations.
  • Process Improvement: Identify areas for operational improvement and provide actionable feedback to enhance day-to-day efficiency.
  • Customer Satisfaction: Proactively enhance the customer experience by resolving issues effectively and upgrading satisfaction levels.
  • Policy Compliance: Adhere to the Customer Care Charter and ensure all workflows align with company policies.
  • Communication Management: Share updates and roadmaps with the Power User network and ensure alignment on processes.
  • Case Prioritization & Analysis: Assess and prioritize customer queries based on urgency and criticality. Analyze requests and consult with experts or dispatch cases to appropriate teams for swift resolution.
    • MBO level 4+ education.
    • Experience within the shipping industry. Strong administrative skills, including managing shipment and email files effectively.
    • Experience in similar roles within Customer Service/Customer Care. Customer-focused with a proactive approach within the shipping industry.
    • Effective communication skills, with the ability to articulate various business scenarios to customers and management.
    • Highly organized, self-motivated, and capable of planning and coordinating workflows
    • Strong customer-facing skills with the ability to build and nurture relationships.
    • Professional demeanor, positive attitude, and ability to manage stress in challenging situations.
    • Ability to work effectively under pressure and prioritize tasks.
    • Proficient in Microsoft Office (latest version).
    • Fluency in English, Dutch is a preference

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