Customer Success Specialist

Job Responsibilities:

1. Focal point for customer’s freight shipping requests within the industrial sector.
2. Assist customers on status of their shipment, outstanding shipments or tracking.
3. Manage end to end shipment life cycle liaising with all internal and external stakeholders.
4. Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
5. Takes and handles customer inquiries, e.g. Track and Trace.
6. Responsible for all KPIs and SLAs agreed with allocated customers.
7. Takes and registers all customer complaints.
8. Drives solution of customer complaints by solving it directly or assigning tasks to other functions.
9. Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
10. Ensure seamless transaction liaising with Pricing and Billing teams.

Job Requirements (Experience and education):

1. 0-3 years’ experience in the Freight industry.
2. 2-5 years’ experience of Customer Service preferably handling key business clients.
3. Good Express product knowledge.
4. Working knowledge of transportation management systems (TMS).
5. Ability to handle challenging situations in a composed manner.
6. Excellent English Verbal & Written skills.