Job Overview

Deliver a premium experience to our strategic customers by providing personalized, high-quality support tailored to their unique needs and expectations, in line with our Premium Treatment standards.

Responsibilities

• Act as the Single Point of Contact for customers, managing the end-to-end customer experience and building strong customer relationships.
• Own customer cases from receipt to resolution, ensuring SLA compliance through effective coordination with internal stakeholders and proactive customer communication.
• Analyze customer requests, determine priorities and consult subject matter experts or dispatch cases to the appropriate teams to ensure timely and high-quality resolution.
• Respond to customer inquiries, concerns and complaints across all communication channels, providing effective solutions within committed timelines.
• Serve as the central point for handling customer exceptions, special requests, and service recovery situations.
• Coordinate with internal stakeholders to resolve operational issues and ensure smooth execution of customer requirements.
• Conduct face-to-face meetings with customers to strengthen relationships, enhance engagement, and foster a culture of continuous improvement.
• Prepare and share weekly performance and service reviews with premium customers, providing visibility on service performance, operational impacts, service levels, and improvement actions.
• Identify and promote upselling and cross-selling opportunities, including Value-Added Services, Carrier Haulage and other customer solutions.

Qualifications

• Minimum 3 years of experience in shipping/customer service in a similar role.
• Excellent English communication and interpersonal skills.
• Strong customer service, relationship-building, and problem-solving skills.
• Professional, positive, and able to handle challenging situations effectively.
• Professional MS Office tools.

Core Competencies:

• Integrity
• Communication
• Customer Focus
• Execution Excellence
• Innovation & Creativity