Managing telephone/email interactions with key account customers /end customers & carriers using the appropriate processes, tools and systems to address the customer requirements with speed and efficiency.
Liaising with hubs & carriers to resolve all admin queries from key account customer services and end customers with updates being provided within agreed SLA's - and using the syncreon and corresponding carrier tracking systems to access required information.
Identify and escalate priority issues
Ensure that all communications are handled accurately and adopting the most appropriate method of communication
Preparation/reconciliation of invoices and answering billing queries
Action reporting suite to monitor, measure and report on customer order status's and carrier operational performance daily/weekly compiling of these reports and distribution to internal and external Customers
Recording missing items and coordinating investigations with carriers/customers for prompt resolutions within agreed SLAs.
Providing on-the-job training for new & back up employees
Effectively deal with customers & key account customers via telephone or email
Use questioning and listening skills that support effective communication
Respond promptly to the needs of the customer and, solicit feedback to improve service
Ensure that escalations are properly communicated to syncreon and customer management personnel
Ensure that all customer queries and reporting are completed as per agreed SLA's
Ensure that all customer queries and reporting are kept up to date during periods of high shipping volumes
Freight forwarding and customs experience
Excellent customer service skills
Excellent oral, written, communication and telephone skills.
Excellent knowledge of the Microsoft office suite.
Sound knowledge of telephone etiquette
Attention to detail
Well motivated with a desire to deliver operational excellence
Additional languages an added advantage
Flexible with regard to working hours and responsibilities.
Previous experience in a Transport & Logistics environment and/or call center an advantage.