Customer Service Coordinator

Only applications from holders of a valid residence/work permit for EU/Italy will be taken into consideration

ESSENTIAL FUNCTION

• Handle customer phone calls
• Handle cases correspondence with customers on potential claim requests
• Handle booking inquiries as per customer’s request
• Handle booking amendments received via email
• Process changes of destination
• Handle shipment related exceptions
• Verify transport exceptions and bill additional costs/fees to customers where applicable
• Follow all necessary procedures for special cargo approval
• Follow up on transshipment
• Build expertise in all topics related to export booking
• Handle documentation exceptions and hard errors, acting proactively to resolve problems to guarantee service delivery
• Proactively act to improve customs and documentation processes (e.g., monitoring of SI quality and time, revenue handling, customer profile)
• Build expertise in all topics related to export documentation
• Handle import documents like arrival notice, delivery order, and container release for single requests
• On customer request, handle all relevant activities to announce on-carriage to the transport dispatch team
• On customer request, handle special equipment return requests
• Monitor overdue boxes (pick-up and return handling)
• Handle re-export/return shipments
• Propose and discuss with managers actions to improve import efficiency
• Build expertise in all topics related to export, documentation & import functions

MINIMUM QUALIFICATION

University degree or equivalent

Experience in shipping industry - preferable in a customer service department

Very good command of written and spoken English, Spanish, Portuguese, and Italian

Working knowledge of MS Office

Receptive and able to grasp new ideas and motivate oneself for personal development

Positive attitude

Team player