Agent - Customer service (Customer Program)
Business professional that can provide superior global logistics and trade compliance services to our client, in addition to strong operational skills necessary to ensure World Class service to the customer, which is high demanding. Person can work according set rules and regulations to its best abilities and knowledge, under the supervision of direct lead agent.
Operations and Customer Service
- Fully understand and properly monitor all operational aspects of the Google Dedicated team.
- Ensure internal and external KPIs and operational process standards are met.
- Set the standard for outstanding customer service and ensure that all internal and external parties’ expectations are met, according to the instructions outlined in set work Instructions.
- Ensure required, daily, reports are distributed as per set requirements, outlined in set work Instructions.
- Join daily huddles to ensure team cohesion, under the supervision of the Lead agent.
- Innovate and embrace a culture of constant improvement.
- Motivate other team-members on constant self-improvement and self-deployment.
- Full understanding of customer specific characteristics.
Daily Operational Tasks
- Complete day-to-day customer service activities, following Air Import or Air Export related activities and task list.
- Monitor and follow up on the Air Import, Air Export and Customs Brokerage dashboard on daily basis – depending on day-to-day task assigned.
- Monitor all buckets and make sure overdue shipments are taken care of
- Proactive communication towards the customer and all emails to be read and answered within 24 hrs.
- Send out the Daily Reports before 17:00.
- Complete the daily task list before the end of the day.
Personnel Development and Team Organization
- Responsible for working with the direct lead agent to create a culture of continuous employee development, including the completion of all training requirement by all employees.
- Pro-active attitude towards expanding the knowledge on all processes, to facilitate further team development.
- Drive self-development and adhere to training requests done by lead agent.
Compliance
- Work with the local Customs Compliance team to ensure all customs related activities complies with company policies and following customer specific standards.
- Ensure complete compliance with European Union Customs Compliance laws and regulations and global compliance standards.
- Pro-active involvement with any compliance related meetings if requested to attend.
- Assist lead agent with system enhancement and process changes.
- Report any compliance risks and violations spotted to direct lead agent.
Qualifications
Qualifications
- HBO level.
- 1-2 years related logistics work experience.
- Understanding and execution of set work instructions on department level, and strive for continuous improvement of day-to-day tasks.
- Have an open minded and renewing character.
- Be dedicated to 100% customer service.
- Have an eye for team efforts and team issues on a day-to-day basis.
- Be open for any changes and developments in internal / external processes.
- Proper knowledge in both verbal and written English language is a must.
- Understanding and execution of set work instructions on department level.
- Be able to maintain strong relationships with all internal parties to ensure retention on these relationships.
- Be interested to get understanding of customer specific characteristics.
Culture
- Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Naar vacature
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