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Role Summary:
This role ensures the accurate and timely movement of ocean freight shipments, to and from specific locations within the service standards agreed with the customer. Handles all Customer facing communication with the objective of optimizing our business and shipment related internal communication between/with DB Schenker stakeholders. Provides customers with proactive exception management in case of service quality deviations including follow-up and problem resolution. This role understands the customers business, including current shipments, statistical and financial status, and proactively works to identify and resolve operational issues and risks. Finally, this role identifies and acts on opportunities to increase revenue by offering additional services, or forwarding potential sales leads to the appropriate sales resource.
Principal Responsibilities:
(The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.):
Export only:
Import only:
Technical Skills (Hard Skills)
1-3 years of experience
Knowledgeable in freight forwarding, both operationally and in customer service (Industry expert)
Excellent oral and written communication and language skills, must be able to do personal phone and video calls with customer (communication skills)
Digital awareness and capability to apply modern multi-channel customer service (Digital + Media skills)
Apply standardized practices and carry out customer’s specific requirements noted in the customer’s SOP (Organizational skills)
Ability to monitor business and analyze processes with data tools for continuous improvement (Analytical skills)
Able to align company business goals with client’s goal for retention and growth (development skills)
Tango TMS knowledge is preferred Salescloud CRM system knowledge would be a bonus (System advantages)
Interpersonal Skills (Soft Skills)
Professional conduct and strong work ethic at all time (Professionalism)
Positive personality with a high level of empathy, good listener and helper mentality (Personality)
Must be able to adopt to changing situations and provide a flexible customer service (Flexibility/ Adaptability)
Critical thinking and problem solving to drive solutions (Solution focused)
Strong interpersonal and collaborative skills to work in team environment (Teamwork)
At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills. Together as one team, we are Here to move.
Accommodation and Commitment to Equity
Schenker of Canada is proudly committed to ensuring equitable hiring practices and believes in giving each and every applicant an equal opportunity to succeed on his or her own merit. Schenker of Canada strives to ensure that all recruiting processes are non-discriminatory and barrier-free and will provide accommodations throughout the recruitment process to applicants with disabilities. If you are selected to participate in our recruitment process, please inform either the recruiter or the hiring manager of the nature of the accommodation(s) that you may require. Information received relating to accommodation needs of applicants will be addressed confidentially.
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