Shipping Customer Service Administrator
Our client, a family owned global logistics provider delivering over 80 million shipments annually, is seeking a Shipping Customer Service Administrator to join their team.
As a Shipping Customer Service Administrator, you will deliver customer focused service quality to meet customer and network needs. This role involves interacting with customers, processing information in response to inquiries, and managing outbound shipments.
Purpose of the Role:
Communicate in a way customers understand.
Influence and impact people across all levels in the organization.
Exhibit strong problem solving and analytical skills.
Demonstrate a thorough understanding of the logistics sector, particularly network/forwarding business.
Maintain attention to detail and high levels of accuracy.
Adapt style and language to suit the customer and situation.
Display a high customer service orientation with a passion for delivering quality.
Resolve customer problems efficiently and professionally.
Build professional relationships with customers.
Exhibit initiative and manage both reactive and proactive aspects of the role.
Possess excellent IT skills, including proficiency in the client’s IT systems and data manipulation.
Have geographical knowledge of Europe.
Additional European language skills are an advantage.
Key Responsibilities:
Maintain quality standards and customer service by managing outbound shipments and monitoring arrival times using the client’s IT system.
Handle and resolve customer complaints professionally, adhering to ISO certification.
Manage customer portfolios, ensuring service requirements are met and proactively informing customers of any deviations.
Maintain a professional image while promptly handling customer and network inquiries according to internal policies.
Communicate and coordinate with internal departments and branches to ensure good relations and meet service levels.
Manage error reports and produce customer KPI reports using relevant systems.
Conduct customer visits, including meetings and service reviews.
Support departmental integration, innovation, and projects to align with mission objectives.
Review and approve documentation for customs regulations and procedures.
Skills & Experience:
Excellent communication skills, both verbal and written.
Ability to communicate in a way the customer understands.
Influence and impact people across all levels in the organization.
Ability to listen to others and understand their perspective.
Strong problem solving and analytical skills.
Thorough understanding of the logistics sector, particularly network/forwarding business.
Attention to detail and high accuracy levels.
Adaptable communication style to suit different customers, departments, or levels.
High customer service orientation with a passion for quality.
Highly adaptable.
Efficiently and professionally handle customer problems.
Take responsibility for resolving issues.
Build professional relationships with customers without personal involvement.
Work on own initiative and adapt workday to current issues.
Balance reactive and proactive elements to develop revenue and customer relationships.
Excellent IT and data manipulation skills for quality reporting.
Proficient in the client’s IT systems.
Use intuition and experience to recognize and address customer issues, protecting the client’s intere