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Customer Service Director

1 maand geleden


Ridderkerk, Zuid-Holland, Nederland JAS Worldwide Voltijd

JAS Worldwide is a leading international supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage, and other supply chain management services.

This position is responsible for ensuring business retention and development, including tactical and strategic responsibilities. The goal is to improve the day-to-day execution of the service delivered to accounts.

Key Responsibilities:

  • Lead and manage the implementation of new services in collaboration with operational teams.
  • Create, distribute, and maintain Standard Operational Procedures (SOPs) with Sales, Operations, and Finance.
  • Penetrate organizational structures and develop relationships beyond main points of contact.
  • Monitor accounts for timely payments and assist with collections on past due invoices.
  • Set up internal reports to track performance in meeting critical milestones.
  • Communicate issues or exceptions to Operations immediately.
  • Assign corrective actions to every issue/complaint and follow up on their effectiveness to ensure client satisfaction.
  • Manage and lead business reviews, establishing a quarterly review cycle.
  • Engage Sales and Operations in client meetings, presentations, and business reviews.
  • Travel within the region to visit accounts and review procedures.
  • Update the status of business opportunities.
  • Focus on penetrating other areas of the business for additional support and uncovering business opportunities.
  • Ensure adherence to company policies and regulatory requirements.
  • Understand accounts' business strategies, objectives, and risks/constraints, focusing on providing solutions to achieve objectives and mitigate risks.
  • Pursue and implement efficiency and cost reduction measures.
  • Identify growth opportunities and develop strategies to secure them with internal resources.
  • Create a business development plan with short- and long-term objectives, initiatives, and quantified value-added contributions.

Supervisory Responsibilities:

  • The incumbent will have direct and/or indirect employees.

Qualifications:

  • Excellent organizational skills, written and verbal communication skills.
  • Strong customer service, problem-solving, and interpersonal skills.
  • Result-oriented with the ability to troubleshoot.
  • Good analytical and program management skills.
  • Flexibility to respond to changing demands.
  • Good interpersonal relationships, able to interact positively and effectively with coworkers, subordinates, and supervisors.

Education and Experience:

  • Minimum two years' experience in the industry or a related service industry.
  • Minimum one year of operational experience in the services the account utilizes.
  • Proficiency in Word, PowerPoint, and Excel.

Environment:

This role is performed in a climate-controlled internal office environment under normal office conditions. Travel may be required to support the position's responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk, and hear. While performing the duties of this job, the employee frequently is required to stop, kneel, and crouch, lift weight or exert a force up to a maximum of 25 pounds. This position requires the employee to frequently work in a fluid, fast-paced environment.

Additional:

The responsibilities associated with this job will change from time to time in accordance with the Company's business needs. The incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

Management retains discretion to add or change duties of this position at any time.