Seafreight Customer Care Specialist

Abacus is looking to hire a contractual Sea Logistics Customer Care Specialist that supports Customers, external & internal, by providing helpful information, solutions, answering questions and responding timely and effectively, to the Customer’s requests & concerns. They are the Customer advocate towards the US Operational Care Center and overseas Customer Care Locations to help ensure that Customers are satisfied with the Products & Services provided and their Customer Promise is fulfilled.

Your Responsibilities:

Customer Care and Satisfaction: Proactive advice and consultancy, ensuring Customer satisfaction

Shipment Management Qualification and entry of Customer orders into Operational process

Complaint Management

Support Customer Development & Maintenance

Close cooperation with Branch & Area management as well as Sea Logistics operations (OCC) for an enhanced customer experience

Profit Maximization – avoid additional costs & expenses due to internal service failure

Financial Excellence & Development

Quotation Management: Qualification of Customer inquiries, provide quotations and updates, set final selling price with individual adjustments within the given price band and in-line with the national leeway in decision-making (front-line Empowerment)

Familiarization with Products & systems

Customer onboarding: Inclusion and transfer of customer requirements into systems (Business & Customer profile)

Customer Data Management: Maintenance and integration of customer data in the Systems

Customer Relationship Management: Knowledge Exchange with Sales

Establishing and building Customer relationships (Sales support)

Reporting (refining and reviewing Customer requested reports generated from Systems)

Care & Follow up on first orders & document Customer Feedback

Actively participate in regular Team community based activities

Self-Development

Have fun & stay engaged