Logistics Customer Success Coordinator

Company Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.

Let’s grow together, enjoy more, and inspire each other. Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve.
• Discover new directions: At Bosch, you will find your place.
• Balance your life: At Bosch, your job matches your lifestyle.
• Celebrate success: At Bosch, we celebrate you.
• Be yourself: At Bosch, we value values. • Shape tomorrow: At Bosch, you change lives.

Job Description

This role will provide the best service experience to our customers by addressing their inquiries, resolving complaints and providing information related orders completed, in transit or delivered , by addressing to the corresponded group in any other cases and continues improving the customer visibility.

• Overview the Logistics Claims Process, ensure we meet or exceed the targets and give best service experience to our customers.
• Overview the Order Scheduling Process to ensure the compliance of special instructions provided in each order.
• Responding customer inquiries via system, email, phone, text or chat; such but not limited to:
  • Freight cost
  • Transit times
  • Deliveries/Shipments changes
  • All other
• Resolving complaints by addressing them in a timely and professional manner and ensure  the compliance of the company policies and procedures.
  • Inform about the policies and procedures
  • Being the only point of contact with the carrier and plant personnel.
  • All other
• Providing information related orders completed such as but not limited to:
  • Shipment status
  • Estimated time of delivery
  • Tracking information
  • All other
• Resolving billing inquiries by creating credit or debit memos after confirmation from the corresponded department.
  • Incorrect Freight cost applied during the billing process received via Navigator, email or phone call.
• Informing, billing and updating OTM with the accessorial charges generated after shipping due to Customer delays or changes; such but not limited to:
  • Layovers
  • Address changed (extra miles, stop off added, etc.)
  • Expedite delivery
  • All other
• Collaborating with other teams to provide the best customer experience.
• Identifying issues that need to be escalated to higher management or specialized departments.
• Compiling reports of customer interactions and inquiries to help to improve service quality and to implement corrective actions.
• Promote a continuos improvement environment

Qualifications

• Capable to create good inter-functional rapport.
• Ability to send and receive Information clearly and actively listen.
• Adaptability to adjust to different situations
• Capable to manage stress, remain calm and understanding.
• Effective analytical and problem-Solving skills
• Must be detail oriented with the ability to multi-task.
• Strong sense of working integrity and responsibility
• Effective organizational skills including the ability to prioritize and plan work.
• Acknowledge of Excel, Word, Power Point and Outlook
• Ability to use good judgment to carry out detailed but uninvolved written or oral instructions.
• Logistics experience preferred.

Additional Information

Equal Opportunity Employer, including disability / veterans 

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.