Perishable Airfreight Customer Care Specialist

The Customer Care Specialist is part of a team within our CCL's - Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.,

• Pro-actively advise and consult Customers to ensure satisfaction
• Monitoring Customer Shipments in order to provide proactive updates to customers and to Problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint.
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (OCCs) are clearly informed about Deliverables
• Field Complaint Calls, and provide problem resolution in alignment with stakeholders
• Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
• Knowledge exchange with the sales and account mgt teams.
• Creating, refining and reviewing reports as needed including Performance analysis
• Claims Management from reporting through to closure
  
  Previous experience working in a similar role in the customs field or similar environment.
• Knowledge of Customs rules and regulations is advantageous.
• Knowledge of the Descartes & Cargowise Customs software / or similar is desirable
• Excellent communication skills both verbally and written.
• Excellent Customer service skills
• Flexible and able to work accurately under pressure in a very busy environment.
• You should be a team player with the self-drive to be pro-active and add value in a dynamic and changing organisation.
• Excellent attention to detail and excellent record keeping skills
• Solution oriented and proactive