Customer Success Specialist

Job Responsibilities:

1. Focal point for customer’s freight shipping requests within the industrial sector.
2. Assist customers on the 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 inform customers on shipment status, exceptions, and provide intermediate updates on incident solutions.
5. Take and handle customer inquiries, e.g., Track and Trace.
6. Responsible for all KPIs and SLAs agreed with allocated customers.
7. Take and register all customer complaints.
8. Drive the solution of customer complaints by solving directly or assigning tasks to other functions.
9. Act as the first contact point for customer claims; support customers in notification and reception of claims, provide claims documents, collect required documents from claimants, and hand over to specialized claims handlers when documents are complete.
10. Ensure seamless transactions 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 in 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 and written skills.