Customer Experience Specialist
This role involves providing exceptional customer experiences through proactive issue identification, relationship building, and solution development that benefits both the customer and the organization.
* Act as the primary point of contact for customers to ensure smooth execution of the end-to-end shipment lifecycle.
* Understand external factors impacting customers' supply chains and their sense of urgency, service needs, drivers, and desires.
* Align with customer expectations upfront and respond with suggested solutions.
* Be fully responsible for customer satisfaction across all product offerings.
* Understand customers' business needs and recommend assisted logistics solutions to meet those needs.
* Cross-sell and upsell logistics and services products to customers, including customs clearance and final mile delivery.
* Manage vendor relationships and plan shipment order consolidation without physical cargo execution.
* Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
Key Skills and Qualifications
* A strong understanding of shipping, logistics, or supply chain industry principles is preferred.
* Excellent stakeholder management, interpersonal, and communication skills, with a willingness to learn and adapt.
* Energetic, well-organized, and self-initiated, with analytical and problem-solving skills.
* Good process understanding and digital proficiency, with strong Microsoft Office skills.
* An ability to work under pressure while maintaining quality in focus, with a strong cost-conscious and optimization mindset.
This role requires a collaborative and innovative individual who can thrive in a dynamic environment. If you have experience in customer-facing roles and are passionate about delivering exceptional customer experiences, we encourage you to apply.