• Schiphol
  • 40 uur
  • HBO
  • € 2800 per maand
solliciteren

Customer Service Specialist


  • 18 oktober 2017
  • Schiphol
  • 40 uur
  • HBO
  • € 2800 per maand

Functieomschrijving

  • 18 oktober 2017
  • vacaturenummer: 2431

We are looking for a Commercial Customer Service Specialist for an international company.

About the company
The company provides international freight services and uses the method and carrier that best suits our customers `needs in terms of costs and planning. We integrate air and sea freight transport, trade and customs issuing opinions and other value added services.
Key Job Responsibilities:
TWe are looking for a Customer Service Specialist for an international company.

About the company
The company provides international freight services and uses the method and carrier that best suits our customers `needs in terms of costs and planning. We integrate air and sea freight transport, trade and customs issuing opinions and other value added services.
Key Job Responsibilities:
The primary responsibility of the Customer Service Specialist is to ensure that the customer requirements are met, delivering an outstanding customer experience day in day out. You act as key contact for allocated customers and as a first contact point for customer claims for notification and reception of claims and respective document collection.

Job profile:
Participates in joint Sales visits if necessary;
Accepts all orders (from customer or overseas office) and processes them for handover to Operations and Finance (billing);
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution;
- Provides spot quotations;
- Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales;
- Takes and handles customer inquiries, e.g. Track and Trace;
- Creates customer reports and/or reviews reports (generated by other party) and sends them to the customer;
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete;
- Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling, customer hyper care);
- Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates;
- Escalates issues (operational incidents, customer complaints), if required.

Position Requirements:
- Bachelor Degree or equivalent;
- Deep knowledge of forwarding business, FedEx Trade Networks products (preferable both Air Freight and Ocean Freight) and business systems;
- Excellent communication (both written and verbally) and interpersonal skills, allowing you to influence, inspire, build relationships and negotiate with internal and external stakeholders at all levels;
- Strong organization skills, a commercial attitude, ability to prioritize and work efficiently under pressure;
- Good knowledge of CS processes and systems
- Proven track record in a customer facing role;
- Ability to identify and meet customer needs in a pleasant and friendly manner;
- Ability to empathize with customers to understand exactly what the customer requires;

Fluent knowledge both written and verbally of English, Dutch and preferably another language. Dutch is mandatory!

Are you enthousiastic? Please send your CV and your motivation.



Uiteraard staat deze vacature open voor zowel mannen als vrouwen.

Contact

Randstad Commercieel
britt.van.everdingen@nl.randstad.com