Senior Executive/executive, Control Tower 4PL (Customer Service)

SPECIFIC ACCOUNTABILITIES:
- Ensure the accurate and timely movement of ocean freight to- and from specific locations within the service standards agreed with the Customer
- Handle all Customer facing communication and shipment related internal communication between/with DB Schenker stakeholders
- Ensure exception management in case of service quality deviations including follow-up and problem resolution
- Escalate unresolved issues to next management level
- Act in a manner which increases Customer satisfaction and loyalty, maximizes shipment profitability and decreases operating expenses
- Promote a paperless, digital office environment utilizing all modern communication methods and electronic tools provided by DB Schenker
- Ensure engagement with Sales Team is done when follow-up actions on quotations is required
- Create pricing solutions covering ocean freight services
- Ensure a timely follow-up with Customers about quotations made
- Ensure upsell opportunities are explored