Corporate Customer Service Executive - Office Hours

Comprehensively manage the customer experience in the post-sales phase, acting as the central point of contact between the customer and operations, ensuring the correct execution of contracted services, compliance with service levels (SLA), as well as clear, timely, and proactive communication that contributes to the retention and development of the portfolio.

Description of functions

1. Coordinate with operational areas the execution of contracted services, ensuring that each service is executed according to the conditions agreed upon with the customer.
2. Provide continuous follow-up on international shipments (AIR, FCL, LCL), cargo transits, customs clearance processes, local distribution, last mile, and parcel movements.
3. Monitor key milestones of each operation (consolidation instructions, departure, transit, arrival, release, delivery).
4. Be the main point of contact for the customer in the post-sales phase.
5. Provide the customer with periodic, proactive, and clear updates on the status of their packages, shipments, clearance processes, and operational incidents, including times, requirements, and status.
6. Manage customer inquiries, requests, and requirements, ensuring follow-up until closure.
7. Identify, record, and manage operational incidents (delays, damages, inconsistencies, shortages, etc.) that may affect the customer experience, providing the corresponding area with the necessary information for cause analysis and definition of corrective actions.
8. Coordinate with internal areas the timely resolution of claims, providing continuous follow-up until the definitive solution, keeping the customer informed.
9. Ensure compliance with established service levels (SLA) by type of operation or customer.
10. Monitor operational performance indicators (transit times, deliveries, incidents).
11. Serve as a liaison between the customer and internal areas: Operations, Customs, Transport, and Warehouse.
12. Validate that the required documentation is complete and available for the execution of services.
13. Identify additional business opportunities during interaction with customers and alert the commercial team about loss risks, recurring dissatisfactions, and new detected needs.
14. Contribute to customer retention and loyalty through efficient service management.
15. Perform any additional task assigned, required by the company.

Requirements

• Minimum education: Technical/Professional Education
• 1 year of experience
• Languages: English
• Age: between 23 and 40 years
• Knowledge: Ability to advise, Communication, Proactivity, Retentions, Sales, Customer service

Keywords

service, costumer, cliente, corporate, empresarial, corporativo, office, oficina