Customer Service Specialist Ocean

What will you enjoy doing (duties/tasks)

• Manage, review, and analyze service orders from TOP clients and offices of origin/destination, as well as internal documents (quotations sales/net, letter of instructions, etc.) prior to starting an operation to identify its characteristics, avoid economic losses, errors or omissions that harm the profitability of the organization or the loss of the account.
• Validate in the system the level of debt and credit that the client, to verify with the sales and/or collections executive if it is necessary to request advance payment or other negotiation terms to avoid a stoppage of customer billing.
• Respond in a timely manner to client requests and requirements, as well as provide advice if required in accordance with current regulations and applicable.
• Transfer service requests (previously reviewed) to operational teams (air, sea, land and customs) within the guidelines and times of their processes for the coordination of shipments complying with the requirements requested.
• Propose alternative solutions to clients, identifying the root cause in case of incidents, exceptions during the boarding coordination process with the purpose of improving the quality of service and increasing customer retention.

What you need to succeed (Qualifications, experience, skills, attributes)

• Highly proficient in verbal and written English (Advanced)
• 1 year in operations in Freight Forwarding (Air or Maritime).
• 1 year as a Customer Service executive.
• Knowledge of port and airport logistics (loading-unloading maneuvers, transfers, confrontations, etc.).
• Problem solving and decision making in logistics processes.
• Handling of different types of merchandise (oversized, dangerous, refrigerated); various industry sectors (automotive, retail sales, textile-fashion industries, pharmaceutical, etc.)

Benefits, Work-life Balance

Be the main contact for TOP clients to attend, coordinate and follow up on service orders with the different operational departments and Schenker offices/partners with the purpose of informing about the status of their multi-product shipments.