Description:
- Act as the main points of contact for the target customer segments.
- Complex problem resolution, shipment and non-shipment related.
- Addressing customer complaint and driving efforts for systemic improvements.
- Stay abreast of changes in the environment of targeted customers.
- Be an internal expert on the customer segment helping to guide colleagues and sales towards better outcomes.
- Develop a trusting relationship with target customer segment.
- Support customers on-site.
- Accompany and assist BDM’s during their meetings with current and prospective clients
- Able to provide assistance to the station Operations Manager on complex assignments which could include but is not limited to authoring CAPA’s, monthly checks, problem resolution responses to incident and customer comments.
- Provide leadership support in the absence of the Customer Service/Operations Lead
- Ability to be named to a Specialized team (EPL, TCS, DTP, CGT, CT etc)
- Assisting in the training of new employees.
- Act as a buddy and a mentor to new and developing colleagues
- Everyone is responsible for following up on live jobs, even if not your order.
- Assist the Training Specialist in developing new training materials and act as a subject matter expert.
Demonstrating flexibility in work schedule, WC is a 24 hour company will require overtime, holiday
What your background should look like
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Minimum of 2 years’ experience in customer care coupled with a High School diploma
- Potential for travel to a multitude of destinations worldwide.
- Creative problem solving
- Flexibility to work multiple shifts
- The ability to work with minimal supervision
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Strong knowledge of geography.
- Ability to multi-task.
- Team player.
- Excellent written and oral communication skills.
- Professionalism.
- Sense of urgency.
- Positive attitude.
- Major Duties and Responsibilities