Job objective
Assigning and monitoring orders, organizing international SSL goods flow and maintaining contact with customers and external locations.
Maintaining customer contact
• Being the first point of contact for the customer (in 1 or more foreign languages)
• Maintaining contact with customers and service providers
• Exchanging operational information with customers and leadership
• Paying attention to customers’ questions, wishes and needs and promoting the operational relationship
• Providing feedback to customers regarding complaints, after consultation with the manager
• Receiving complaints and monitoring the handling of complaints
Monitored transports
• Reviewing SSL orders for accuracy and completeness and inquiring (internally/externally) about missing data
• Assigning orders to SSL location within framework agreements, if necessary in consultation with supervisor
• Scheduling urgent, express and road transports in transport management system
• Taking rush and WCOC (Will Call) orders, allocating orders and following up on flow of goods
• Monitoring qualitative and quantitative progress using TMS system and adjusting priorities and planning in consultation with the supervisor
• Processing adjusted priorities and correcting disruptions in consultation with supervisor and SSLs
• Ensuring coordination of various sub processes
• Identify bottlenecks in the operational process and discuss with supervisor
Managed administration
• Recording (handled) questions, complaints and customer appointments in the information system
• Ensuring file formation and archiving
• Preparing standard customer overviews
• Processing mutations and corrective actions
Contribution to projects
• Making (improvement) proposals to the manager
• Participating in projects aimed at improving current matters
• Contributing to partial implementations
Complying with laws, regulations and procedures
• Adhering to and securing quality and ISO requirements according to agreed procedures and instructions
Job requirements
Training, knowledge and experience:
• High school diploma or GED equivalent
• Knowledge of logistical administrative processes
• 1+ years of experience as a customer care agent
Competencies and skills:
• Customer-oriented
• Accurate
• Fluent in English (spoken and written), a foreign language preferred
• Strong social and communication skills (spoken and written)
• Experience with automated information systems preferred
• Experience with MS Office preferred
• Planning and organizing
