Danzas
Danzas is currently looking for a Customer Service Specialist to join our Industrial Projects Team.
Job Purpose:
To manage customer expectations for IP clients, by executing logistics requirements (FF & CL) set within the SOP / process guidelines to ensure that all KPI’s are met.
To develop and deliver innovative logistics solutions to customers focusing on their requirements, enhance existing processes and constantly seek new and improve ways to conduct business operations.
Establish and build a strong relationship with all key stakeholders to ensure customer loyalty to DGF / Danzas.
Principle Accountabilities:
1. Ensure all actions are taken in adherence to client specific SOPs to meet all hub & shipment KPI’s and SLA’s.
2. Proactively provide cost effective solutions to the customer, for freight movements with options on MOT / Transit time and seek customer approval prior to execution along with involving the pricing team for high revenue / complex pricing opportunities.
3. Follow up with customer on open quotations and receive feedback for lost opportunities. Share feedback with line manager / pricing team.
4. Discuss on PD key updates from clients as a part of improving client experience & increasing GP / Rev
5. Review hand overs and ensure proper planning, execution & invoicing of shipments.
6. Proactively coordinate with respective product operations (AFR/OFR/RF/Network) to ensure shipments are executed on time. Proactively monitor and track the progress of the shipment from departure to arrival and ensure all internal / external stakeholders are updated of any deviations and exceptions. Pre-alerts are sent promptly and accurately.
7. Client trackers to be updated and sent as per agreed SLA with customer.
8. Review the commercial performance of the accounts with supervisor / managers once a month and find innovative solutions to reduce cost, improve processes, increase revenue and share of wallet. Collaborate with KAM / BDM/BDE for preparation of MBR / QBR meetings and attending as required.
9. Ensure solutions are provided to customer requests and escalations by responding on time, along with keeping internal / external stakeholder appraised
10. Actively seek and report operational process gaps / errors to line manager, with an aim to continuous improvement.
11. Collaborate with network offices and seek specific country and trade compliance requirements prior shipment execution.
Essential Requirements:
- Minimum 3 years relevant experience – Freight Forwarding Industry and CS experience – preferable in the Oil and Gas industry.
To apply for this job please visit www.linkedin.com.