Take ownership for business issues encountered by customer and act as a primary point of contact, be the Customer advocate internally.
Handle and resolve customer complaints with relevant desks to improve customer experience.
Identify and analyze root causes for issues escalated by customers and identify means for preventing future occurrence.
Guide new and returning customers with end-to-end shipping services through the on-boarding program for import shipments.
Support customer on E-commerce channels and applications leading to the improvements of customer felt turn-time.
Engage customers in performance reviews to discuss agreed performance standards and expectations with objective to continuously do even better for them.
Build and manage (internal/external) customer relationships through regular interaction and collaboration.
As part of Commercial Intelligence - build strong relationships with customers, gain an understanding for their businesses, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
Pro-active communication to customers on status of their shipments and pre-empt issues before they become problems for the customers.
Ask for more business opportunities from customers.
Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.