Job description: YOUR ROLE The role aims to provide exceptional customer service in compliance with the Group's standards while ensuring the efficient management of customs documentation for both imports and exports. WHAT ARE YOU GOING TO DO ? Customer Service Ensure all customer queries (received through all channels) are responded to within agreed SLAs and quality standards by collaborating efficiently with relevant stakeholders, keeping the customer informed during the resolution process. Prioritize customer requests based on the criticality of the query to meet customer expectations.
Analyze customer queries, consult experts, or dispatch to the appropriate team for faster/quality turnaround time. Alert and escalate recurring customer issues or pain points to the management Ensure customer service levels are maintained as per tender/contract SOPs. Documentation & Service Delivery Export: Loading confirmation to customers. Coordination of changes after call closure Audit documentation risks and resolve/escalate in a timely manner. Pre-invoicing controls. Ensure the "No Doc No Load" policy. Import: Check and manage missing/incorrect Cargo-In-Transit updates. Pre-invoicing controls. Idle Full Container Management Identify import and export idle containers. Notify Intermodal of idle carrier haulage & customers.
Send legal notifications in line with Group Idle Full process. Contact claims and escalate complex cases. Provide idle container status updates to Logistics to update tracking. WHO ARE WE LOOKING FOR ? A bachelor’s degree in Transport & Logistics, International Business, or a related field is preferred. Minimum of 3 to 5 years in a similar role managing documentation and customer service in a logistics or transport environment. Excellent communication skills, both written and verbal, with the ability to work effectively with customers and internal stakeholders. Ability to prioritize tasks, work independently and in a team, and proactively address issues.
Proficiency with relevant software and service management tools Bilingual Spanish - English (listening, writing, speaking) Knowledge of French is an advantage
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