he core purpose of this role is to provide consistent, high quality customer service for Solutions Customers, who value long term relationships and buy customized processes and solutions. The Solutions Customer Service associate will be the first point of contact for all queries related to the Solutions Customer(s) and will be responsible for booking, planning of Shipments as per customer SOP, resolution of customer queries, service issues as well as follow –up on outstandings. The incumbent will also be responsible for preparing & sending the P.O. to the Customer and as well as the proactive and appropriate resolution of issues related to P.O. & Booking management. Since the buying behaviour for these set of Customers is typically focused around customized process/ solutions, the incumbent will be responsible for customer retention and for identifying cross sell/up sell opportunities.
We offer
Key responsibilities
- Focus on the key Customer Service Drivers:
o Timely Delivery of Documents;
o Pro-Active Notification;
o Exception Management ;
o Efficient claim handling
- Booking with vendors/ shippers
- Planning with vendors/ shippers (Vendor coordination)
- Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to customers.
- Responsible for cross sell/up sell, customer retention.
- Follow up on the Outstanding bookings & query resolution
- Prepares contracts and charge structures in line with the Damco Policy
- Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on :
o Service failures
- Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
We are looking for
Operational knowledge & Customer Service Experience
o At least 2 years’ experience in a large Operations / Customer service teams with minimum 1 year experience in the Logistics sector with Customer facing experience
o Working knowledge of FACT, MODS
o Familiarity with Damco Policies and Processes relating to the following is preferred :
Customer Service Quality Standards, Quotation Standards and Pricing Policy
Processes relating to credit approval process, invoicing / dunning
Forwarding Products including VAS, Insurance, etc.
Trade Lane Management process, including procurement process, allocation management process, Preferred Carriers , and Carrier charge structure
Communication Skills
o Excellent communication skills and the ability to communicate confidently
Drive for Results
o Passion to drive closures & high level customer service orientation
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork
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