Assigning and monitoring orders, organizing international SSL goods flow and maintaining contact with customers and external locations.
- Being the first point of contact for the customer (in 1 or more foreign languages)
- Maintaining contact with customers and service providers
- Exchanging operational information with customers and leadership
- Paying attention to customers' questions, wishes and needs and promoting the operational relationship
- Providing feedback to customers regarding complaints, after consultation with the manager
- Receiving complaints and monitoring the handling of complaints
- Reviewing SSL orders for accuracy and completeness and inquiring (internally/externally) about missing data
- Assigning orders to SSL location within framework agreements, if necessary in consultation with supervisor
- Scheduling urgent, express and road transports in transport management system
- Taking rush and WCOC (Will Call) orders, allocating orders and following up on flow of goods
- Monitoring qualitative and quantitative progress using TMS system and adjusting priorities and planning in consultation with the supervisor
- Processing adjusted priorities and correcting disruptions in consultation with supervisor and SSLs
- Ensuring coordination of various sub processes
- Identify bottlenecks in the operational process and discuss with supervisor
- Recording (handled) questions, complaints and customer appointments in the information system
- Ensuring file formation and archiving
- Preparing standard customer overviews
- Processing mutations and corrective actions
- Making (improvement) proposals to the manager
- Participating in projects aimed at improving current matters
- Contributing to partial implementations
- Adhering to and securing quality and ISO requirements according to agreed procedures and instructions
- High school diploma or GED equivalent
- Knowledge of logistical administrative processes
- 1+ years of experience as a customer care agent
- Customer-oriented
- Accurate
- Fluent in English (spoken and written), a foreign language preferred
- Strong social and communication skills (spoken and written)
- Experience with automated information systems preferred
- Experience with MS Office preferred
- Planning and organizing
