Air Customer Service

As part of the country level customer service team this role is primarily accountable for providing our customers with a consistent and positive experience when dealing with CEVA. This individual will act in accordance with strategy, tactical and operational guidance put in place by the AIR product organisation. The individual will be expected to execute their role in accordance with CEVA customer service and operational excellence guiding principles.
Primary responsibilities include the daily delivery of superior customer service, proactive service recovery and constant communication excellence all contributing to the overall customer satisfaction when engaging with CEVA. This role is at the front line of putting the customer firmly back at the heart of the organisation and becoming truly customer centric in our approach. Delivering on our service promise; the role is accountable for customer and operational excellence which focuses on enhancing the customer experience through consistent and seamless delivery of great customer service.
Key Accountabilities
Operational
• Acts as customer facing front end to all operational processes (front office tasks & actions)
• Acts as key contact for allocated customers / manages adhoc & on demand engagement
• Accepts and processes customer orders (in line with station process)
• Stays informed on shipment and exception status for allocated customers shipments
• Proactively informs customer on shipment status and exceptions
• Passes on leads to Sales (new lanes / business opportunities / increase share of wallet)
• Handles customer inquiries
• Handles customer requests with regard to various topics (engages with additional stakeholders where required)
• Priority given to candidates with experience in handling high-tech cargo
• Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions (service recovery)
• Acts as first contact point for customer claims for notification and reception of claims and respective document collection
• Able to perform effectively under high-pressure situations, delivering tasks with exceptional speed, precision, and accountability
Customer
• Support BD, Operations and Product as required (customer facing interaction)
• Develop customer relationships and ensure that customer service levels within the station are maintained
Administration
• Active participation in the customer service process contributing positively to regional/country SLA's and Global/Country operational KPI's
People Management
• No expected people management requirements / no direct line reports
• Individuals fulfilling this role are expected to operate as part of a team
Financial Management
• No expected direct responsibility for PNL etc
• Individuals fulfilling this role are expected, as a minimum, to manage and maintain individual file level profitability, revenue recognition and cost control leading to the highest level of financial health per shipment
Projects
• Individuals are expected to actively participate and contribute to any and all Business Line projects (internal & external) that they are assigned to.
• Individuals are expected to adhere to all Operational excellence requirements, metrics and activities
Compliance
• To abide to the Compliance Policies and Procedures of the Company
HS&E
• Take reasonable care of their own and other peoples Health and Safety in the workplace
• Report hazards in your work or in your environment that may be putting you or anyone's Health & Safety at risk. Ensure compliance with company policies and procedures, ISO standards and all applicable regulatory laws and guidelines
Additional Tasks
• In addition to this you are required to carry out any other duties as reasonably required by your manager