Customer Support Executive

Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customised contracted services (eg Reporting etc)
Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.
Proactively inform customers on shipment delays and potential service failures.
Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.
Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.
Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.
Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals
Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)