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.

• 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