Job Description:
To provide a consistently high level of service to customers by being a dedicated central point of contact for service management and problem resolution.
This includes developing excellent working relationships and communicating courteously with customers to influence the achievement and maintenance of service performance and encouraging new business with existing clients.
* Develop excellent working relationships and communicate courteously with the customer to influence the achievement and maintenance of service performance and encourage new business with existing clients.
* Advise customers on latest booking times and documentation required. Booking and processing shipment requests within internal databases and generating and verifying shipping documentation.
* Manage and mentor customer service agents to ensure compliance in day-to-day activities.
* Handle general telephone and email requests from external customers and internal offices/agents.
* Work in a cross-functional capacity to ensure activities related to various entities fit with customer requirements and network guidelines, policies, and procedures.
* Manage special requests from customers for increased and enhanced levels of service or monitoring of shipment progress.
* Resolve internal/external client-reported complaints and close out assigned CAPAs in an efficient and time-critical manner. Escalate as necessary to the Branch Manager and Regional Director.
* Collaborate with all departments to develop and implement solutions for new business requirements in accordance with network guidelines.
* Attend meetings with customers as needed to discuss account status and relevant service issues and concerns.
Required Skills and Qualifications:
Requirements:
* Experience in the Courier or Freight Industry
* Understanding of Aviation/Airline Networks desirable
* PC/System Literate
* Able to deal with inquiries and day-to-day issues
* Working with key decision-makers
* Able to influence others to ensure business targets are met
* Working in a busy environment
* Excellent communication skills
* Excellent problem-solving and prioritization skills essential
* Excellent teamwork skills
* Flexibility in working hours required