🚀 Customer Service Specialist

Purpose of the job

The Customer Service works in the sales and commercial team ensuring the highest level of customer satisfaction. They assist the Sales and Commercial Manager in sales and marketing activities, are responsible for maintaining strong and positive customer relations.

Summary of responsibilities

• Follows defined customer care objectives, and cultivates relationships with customers
• Keeps active and timely communication with customers.
• Support the customer about operational activities by, for example, providing information about release/discharging/loading/inspection/seals status of units.
• Collects, consolidates, monitors, and archives relevant data and information with the purpose of reporting, and tracking defined Customer Service KPIs.
• Coordinates internally to ensure that clients requests and claims are properly and timely addressed and followed up.
• Supports Sales in the definition of TSA terms to assure operational needs and client’s expectations are met.
• Supports in the organization of regular and/or ad hoc meetings to refresh and to ensure TSA terms are respected and followed.
• Supports in the organization of regular and/or ad hoc internal meetings to collect, communicate, and to evaluate changes in client’s needs, and client’s claims on service level. Support the communication between customers and operation team where required.
• Supports Sales in the resolution of commercial related claims: collect data, build the case, communicate with customer and internally to find the optimal solution.
• Supports in the preparation commercial material/presentations for meetings, exhibitions, and events when needed.
• Support with communication planning and implementation.
• Support the department and business unit where required.

Education & Experience

• Degree in Law/Business/Languages or related
• Experience at least 2+ year in Customer Service or Commercial positions (preferably with experience in shipping/freight forwarding/logistics companies)

Technical Skills & Knowledge Required

• Good skill of using Microsoft Office (Excel, Word, PowerPoint) and Microsoft Outlook
• Ability to write Customer related information and correspondence

Behavioral Competences Required

Social, support-oriented personality with strong communication skills that can cooperate with current and potential customers while supporting the Commercial and Sales Manager. The person is professional and accurate in all tasks given and welcoming/supportive towards all customers. The person is very accurate in their spoken and written communication. Specifically:

• Able to multi-task and perform under pressure
• Professional at all times with a social nature
• Self-starter that can deliver results with minimal guidance
• Ability to network both within the Group and with external stakeholders
• Good communicator

Language Requirements

• Fluent spoken and written English is a must
• Turkish is a plus

Other Requirements

• Occasional travel (<10%)