Summary
The Customer Service Specialist is a key point of contact for our customer both internal and external and will support them on resolution their issues whilst coordinating the communication within the wider Supply Chain and Logistics team.
You will act as the initial point of post-sales activity to our Warehousing, Freight Forwarding and transportation customers. In addition, you will also be responsible for the commercial management of customer enquiries.
Initially you will be part of the team defining the customer service process to ensure we drive a high level of customer centricity.
Responsibilities
- Develop and maintain an understanding of our Supply Chain & Logistics environment and our individual customer business needs. Working with both Business Development and operational partners.
- Build collaborative relationships with customers, colleagues and outsources partners
- Be the champion for creating a customer focused environment throughout the business (not just within Customer Services) that ensures a timely response to all customer needs and concerns
- Develop and maintain appropriate measures and reports (KPI, SLA) to evaluate and control performance in relation to customer service deliverables and customer satisfaction rating
- Deliver superior customer service through quick issues resolution and proactive management of supply chain issues and resolutions
- Identify process improvement opportunities and drive their enhancement through agile and lean principles. Participate in functional capability building initiative. Simplify complex situations
- Fact finding and providing solutions to product issues
- Liaise with Supply Chain Operational Team team for real time co ordination
- Effective leadership, coaching and mentoring the developing Customer Service team
- Holding meetings and supporting the department
- Working on the continuous improvement for the team in line with the company values
Qualifications
- Degree in Business Administration, Engineering, Logistics, International Business Management, Economy or other numerate discipline
- 3-5+ years' experience of Customer Service Industry
- Experience in engaging with (virtual) teams and multiple workstreams concurrently
- Experience interfacing with customers and partners
- Understanding of overall Supply Chain Management
- Fact finding and providing solutions to product issues
- Effective leadership, coaching and mentoring the growing Customer Service team
- Holding meetings and supporting the department
- Working on the continuous improvement for the team in line with the company values
- Reporting on KPIS to leadership team and helping reach goal
- Ability to communicate at all levels.
- Flexibility towards change.
- Excellent attention to detail, planning and organizational skills;
- Time Management and the ability to work under pressure.