Customer Service Agent Air Export

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?
 

YOUR ROLE

We are looking for a motivated and customer-focused individual to join our Air Export department in Schiphol-Rijk as a Customer Service Agent. As the first point of contact for our air export customers, you will play a critical role in providing exceptional service and efficiently resolving questions and issues. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences.

 

WHAT ARE YOU DOING?

As a Customer Service Agent, your main responsibilities are:

• Provide excellent customer service by promptly and professionally addressing customer inquiries, concerns, and complaints through various channels (phone, email, chat), following established procedures and service level agreements (SLAs).
• Build and maintain strong customer relationships, ensuring customer satisfaction and loyalty.
• Utilize active listening skills to understand customers' needs and provide accurate information, recommendations, and solutions.
• Document all customer interactions, transactions, and complaints accurately and thoroughly in the designated customer relationship management system.
• Collaborate with the operations team to gather information, provide timely resolutions, and escalate complex customer issues.
• Meet individual and team performance targets, including customer satisfaction ratings, response times, and resolution rates.
• Embracing change, thinking outside of the box, find comfort in a fast-paced environment that requires quick thinking and prompt action, and acting as role-model to peers.

 

You will work in a team with other Customer Service Agent colleagues. Your manager is the Customer Service Air Export Supervisor. Working hours are Monday to Friday, in shifts: from 8am-4:30pm and/or 9am-5:30pm. In the beginning, you will work from the office. Working from home will be a possibility following the company policy (2 days per week max. based on a 40 weekly hours schedule) once the learning phase has been successfully passed and the overall performance is on track.

 

WHO ARE WE LOOKING FOR?

You will bring the following knowledge and experience:

• Minimum of 3 years customer service experience in a dynamic and fast-paced environment.
• Operational experience within Airfreight or logistics is a plus.

• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• English is a requirement (main language), Dutch is a plus.
• Empathy and patience to understand customer concerns and provide appropriate solutions.
• Strong problem-solving and decision-making skills to effectively resolve customer issues.
• Task and solution-oriented mindset, able to perform under pressure in a dynamic and rapidly changing environment.
• Positive attitude, adaptability, and willingness to learn and grow within the role.
• Be able to provide a VGB (Certificate of No Objection) is a requirement, the cost of the application will be reimbursed by CEVA.

 

If you are a customer-oriented individual who thrives in a dynamic environment and is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity.

 

Be aware that working from the office is required. So, candidates living close to Schiphol-Rijk (<1 hour travel time) will only be considered. Next to that, CEVA Logistics is not a sponsor, nor do we provide service with relocating.

 

WHAT DO WE OFFER?

At CEVA Logistics, there are plenty of opportunities to make the most of yourself and your career. This role can be the first step of a broad career path within ou