Job Title: Customer Experience Specialist
About the Role:
The primary objective of this position is to ensure seamless order transportation, maintaining a high level of customer satisfaction. This involves providing timely information, addressing customer inquiries, and resolving complaints while ensuring profitable orders, accurate invoicing, and data quality.
Your Key Responsibilities:
1. Make necessary arrangements for shipment handling independently (including heavy lift and oversized cargo) via air, sea, barge, charters, etc., meeting key performance indicators.
2. Maintain data quality by keeping all systems up-to-date promptly.
3. Ensure accurate and timely production of relevant documentation, including import/export declarations, customs clearance, and MES declarations.
4. Prepare spot quotations and data for tender documents; actively participate in commercial support.
5. Complete tasks and administration related to local services such as trucking, warehousing, hub operations, and cargo surveys where applicable.
6. Manage file administration, including documentation, billing, vendor invoices/ebills acknowledgment, and weekly forwarding sub-ledger (FSL).
7. Take corrective actions or notify relevant personnel to prevent re-occurrence of customer complaints.
8. Report incidents and hazards as per relevant working instructions.
Requirements:
* 5+ years of experience in customer service or operations management.
* Proven track record of implementing process improvements and driving operational excellence.
* Excellent communication and interpersonal skills.
* Proficiency in customer service software and CRM systems.
* Strong analytical and problem-solving skills.
* Ability to manage multiple projects and meet deadlines.
* Customer-focused mindset with a commitment to delivering high-quality service.
About Us:
We are committed to being the best company to work for. We strive to drive customer satisfaction through continuous improvement and high customer retention rates.