空运客服 Air Freight Import/Export Specialist
丹马士环球物流有限公司上海市 黄浦区Update time: September 17,2019
Job Description

High-Level Position Purpose

Deliver a superior Customer experience to our Damco customers and proactive in identifying issue and mitigating them, ensure issues raised are resolved quickly.

Closely collaborate with other teams within and across Station/DOC. Act as the first point of contact for customers and actively build strong relationships with customers.


Key accountabilities and responsibilities

  • Customer Relationship: Be the primary point of contact for customers and act as an advocate for the customer internally; Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
  • Customer Experience: Own customer experience. Lead the team to achieve best-in-class Customer Service
  • Process execution: Ensure smooth execution of the end-to-end shipment by working closely with customer and internal stakeholders
  • Standard Adherence: Adhering to process in line with the agreed execution Standards and customer specific IOP’s and monitor respective KPI’s; Adhere to Standard is the Standard
  • Business growth: Identify and execute upselling opportunities; Driving value through the network


Required experience & skills


  • Customer Centricity

  • Composure

  • Perseverant & Action Oriented

  • Collaboration and Influencing

  • Problem solving

  • Communication effectiveness

  • Operations System knowledge

  • Lean/OPEX knowledge

  • End-2-End process knowledge - in Ocean, Air, etc

  • Interpersonal Savvy

  • English written and spoken



Parameters for Success (key measures)


  • Gross Profit

  • GP per file

  • Employee Connection Survey / Employee engagement

  • Productivity (File/FTE)

  • Upselling

  • Churn and retention

  • First Contact Resolution (FCR)

  • Customer Promise


职能类别: 货运代理 客服专员/助理

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