Executive, Customer Service

The Customer Service Executive role involves acting as the primary contact for allocated customers, managing orders, and ensuring timely communication regarding shipment statuses. The ideal candidate should possess strong skills in customer relationship management and complaint resolution, with a focus on enhancing customer satisfaction. Responsibilities include handling inquiries, resolving complaints, and supporting sales initiatives through effective communication and relationship management. A commitment to Go Green initiatives is also essential. This position requires a minimum of 3 years of experience in customer service or a related field, with opportunities for professional growth. The Customer Service Executive will serve as the primary contact for allocated customers, managing orders and ensuring timely communication regarding shipment statuses. This role involves handling customer inquiries, resolving complaints, and supporting sales initiatives through up-selling and cross-selling. The ideal candidate will have strong problem-solving skills and a commitment to customer satisfaction.

Key Tasks

• 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

Key Tasks

• Acts as key contact for allocated customers
• Accepts and processes orders for handover to Operations
• Stays informed on shipment and ex Responsibilities
• The candidate will be responsible for acting as the key contact for allocated customers.
• The candidate will accept and process orders for handover to Operations.
• The candidate will proactively inform customers on shipment status and exceptions.
• The candidate will handle customer inquiries and requests regarding Go Green topics.
• The candidate will take and handle customer complaints, solving them or assigning tasks to other functions.
• The candidate will develop relationships with allocated customers and participate in joint Sales visits if necessary.
• The candidate will review reports generated by the Performance Reporting & Exception Specialist and send them to the customer.
• The candidate will drive the solution of customer complaints by solving them directly or assigning tasks to other functions. Skills
• Customer Relationship Management
• Order Processing
• Complaint Resolution
• Sales Support
• Cross-Selling
• Customer Inquiries Handling
• Go Green Initiatives
• Performance Reporting
• Stakeholder Communication
• Problem Solving
• Team Collaboration
• Customer Feedback Management