Regional Customer Service Coordinator

Achieve the best-in-class service objective for RNA in line with strategy 2030. Drive initiatives across functions and areas that will improve our NPS score in line with our strategic goals. Improve and drive internal and external Communication.

• Consistently drive for improvement in NPS for RNA to meet the defined targets.

• Define what is best in class customer expectation and drive quantifiable data driven initiatives across RNA.

• Review customer survey results, analyze and present to RNA Area Management to improve customer experience.

• Support in Quality Promise reviews and provide feedback and solutions.

• Ensure CES feedback loop back to the customer for every input received from customers.

• Identify opportunities for proactive issue resolution and proactive information - anticipate customer enquiries to deliver proactive solutions. 

• Audit customer touch points and identify training needs that will support our aspiration to be best in class service provider 

• Establish a pro-active internal and external information flow 

• Participate and support the global / regional projects related to Customer Service experience

• Participate in cross-functional Area meetings, discussing solutions impacting customer experience.

• Support the identification of proposals to improve RNA processes to accommodate and outperform customer requirements and establish a market differentiator. 

• Support implementing changes when required to assure maximum quality deliverable to our customers.

• Country requirement updates for Canada and USA.

• Working with other regions to support customer needs and process changes.

• Assist Manager with miscellaneous projects as needed

   

• Associates Degree

• A minimum of 5 years of experience in the Maritime Industry or the equivalent combination or education and experience.

• Should have good knowledge in MS Excel 

• Understand specific customer’s goods, shipment requirements and practices.

• Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.) and other software appropriate to work demands.

• Excellent communication skills

• Result driven team player with a proactive attitude

• Ability to work under pressure

• Goal and deadline driven

• Good time management skills

• Recognizes and attends to multiple facets in issues and problems. Uses a logical and systematic approach to analyze unfamiliar issues and problems. Assembles relevant information from multiple sources.

• Comprehensive knowledge of FIS and other HL systems

This position is in the United States and requires eligibility to work in the US and completion of the employment eligibility form required under federal law upon hire.