Functieomschrijving

In this position you will be responsible for customer interaction delivering an excellent customer service.

Main responsibilities:

• Welcoming and introducing new customers by providing extra care to the first shipments and educating them on shipping terminology, features and benefits of products.
• Follow up on booking requests received from customers, including keeping them informed of delays or advancements by phone and email.
• Monitor shipments to ensure timely delivery and expedite as required by the customer.
• Actively maintain continuous dialogue with the Global Service Center for shipments that they handle for your customers.
• Ensure Global Service Center Standard Operations Procedures (SOP’s) are up-to-date and clear for Global Service Center colleagues to work with.
• Find opportunities to up-sell to customers’ priority products or carrier haulage depending on customer requirements and expectations.
• Discuss the customer business face to face to provide them with help and advice and identify trends in customer satisfaction or dissatisfaction.
• Communicate to trade & marketing and sales unexpected increases or decreases in volumes of specific customers.
• Follow up on longstanding containers to avoid unnecessary costs.
• Ensure timely and accurate invoicing of all relevant charges for clients. 
• Take ownership of customer complaints/issues, investigate and resolve as efficiently as possible via phone and email. 
• Take responsibility of incoming customer enquiries and coordinate with internal & external departments.
• Keep up-to-date on customer preferences, changes in local & foreign rules, internal and external procedures, and product developments.
• Building strong relationships with the other departments in general, the Agent acts as the customers advocate within the organisation, while always keeping an eye on the interests of the company. 
• You will actively engage in cross-functional dialogue to understand internal processes and develop ideas on how to improve them to ensure customer satisfaction.
• You will have keen customer focus and you are willing to go the extra mile to help customers. As you will not be working in isolation, you will demonstrate team spirit, cooperation, courtesy and professionalism towards all different parties you are interacting with.

Functie eisen

You have a shipping related background - education level MBO4 / HBO and preferably relevant working experience.
You have good communication skills in Dutch, English (written and spoken) another modern language is an advantage.
You are able to work under pressure as well as handle angry clients if the need arose. 
You possess a mindset to continuously improve the relationships with your customers as well in the way you work in general.
For this position a PI-test can be part of the procedure. 

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MellesConsult, Werving, Selectie en Detachering
Dorpsweg 90 - 92
3083 LE ROTTERDAM
Telefoon: (010) 299 95 08
Telefax: (010) 428 03 51
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