Customer Success Specialist

Purpose of the Job

Formulate and execute strategic sales plans to maximize market penetration and profitability.

Job Description

• Focal point for customer’s freight shipping requests within the industrial sector.
• Assist customers on status of their shipment, outstanding shipments or tracking.
• Manage end to end shipment life cycle liaising with all internal and external stakeholders.
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
• Takes and handles customer inquiries, e.g. Track and Trace.
• Responsible for all KPIs and SLAs agreed with allocated customers.
• Takes and registers all customer complaints.
• Drives solution of customer complaints by solving it directly or assigning tasks to other function.
• 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.
• Ensure seamless transaction liaising with Pricing and Billing teams.
• Operational Efficiency and Compliance.
• Oversee service delivery to customers, collaborating with internal teams to resolve any issues promptly.
• Ensure team follows company policies and procedures on data security, HSSE compliance, and sustainability.

Job Responsibilities – Experience and Education

Leadership Behaviors

Skills