As Customer Service Agent, you’ll play a vital part in our success You’ll proactively identify issues, mitigating them and achieve best-in-class Customer Service. Owns and manages the customer experience. Our customer service team has responsibility for end-to- end customer experience, in compliance with relevant company procedures and agreements with customer.
Owns all customer issues and facilitates their timely and effective resolution. As a Customer Service Agent, you will be the primary point of contact for A key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.
Key Responsibilities
Deliver a best-in-class Customer Service experience.
Act as the first point of contact for customer needs.
Focal contact point between origins/destinations and for assigned brokers.
Execution of the day-to day order management and local activities.
Destination milestones monitoring & Document management.
Follow up on:
Origin’s performance, Data quality reports, escalations, and carrier issues.
Exception Management & Resolutions.
Handling of claims and issues
Lead root cause analysis
Regularly review and update SOP/IOPs.
Responds to all enquiries in a timely and accurate manner.
Ensure smooth execution of the end-to-end shipments by working closely with the customers and 3PL as well as internal/external stakeholders.
Ensure all activities are conducted in compliance with customer SOP.
Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
Take ownership of the customer issues and solve in an urgent and responsible manner.
Be fully responsible for customer satisfaction.
To monitor the performance of third-party suppliers with the aim of identifying areas for improvement.
Coordinating shipment operations with stakeholders in time
📌 CX Consultant (Ciudad de México)
🏢 A. P. Møller-Mærsk
📍 Ciudad de México
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