Executive, Customer Service

Job Title

Acts as key contact for allocated customers

Accepts and processes orders for handover to Operations

Stays informed on shipment and exception status for allocated customers

Proactively informs customer on shipment status and exceptions

Provides spot quotations and performs up- and cross-selling on inbound customer calls

Passes on leads to Sales

Handles customer inquiries

Handles customer requests with regard to Go Green topics

Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions

Acts as first contact point for customer claims for notification and reception of claims and respective document collection

Develops relationship with allocated customers

Participates in joint Sales visits if necessary

Accepts all orders (from customer or overseas office) and processes them for handover to Operations

Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution

Provides spot quotations and closes contract

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

Takes customer requests with regard to Go Green topics and informs Regional Go Green Head

Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer

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 DGF 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)

Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates

Escalates issues