Sea Logistics Customer Care Specialist FS-CC
Sunzhen (Weinan Shi) Logistics
Job description
You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer Excellence.
Your role
You will support customers by providing helpful information, answering questions, + responding to complaints.
Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.
Your responsibilities
- To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).
- To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction.
- To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway in decision-making, then following up to ensure quotations are accepted + closed.
- To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
- To qualify + enter customer orders into the operational execution process.
- To collaborate with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges.
- To document, resolve, analyze all complaints + then identify, share + eliminate root causes.
- To create, review + refine customer reports.
- To ensure delivery against all financial targets + strategic objectives.
Who we are looking for
Your strong focus on customer + stakeholder relationships along with your strong time management will be key to your success.
You have been selected for this role because of your knowledge across our operations + because you possess the key attributes we are looking for in a Customer Care Specialist.