Customer Service Agent

About the role 

The role of the Customer Service Agent is to own the end-to-end customer experience for Europe export customers within the domain of Order Management. The prime accountabilities consist of ensuring the customer's flow of goods, information and documentation runs smoothly. This includes supporting customer operations, optimizing customer experience and committing to the agreed contractual requirements as per customer Standard Operating Procedures, managing order bookings with shippers and service providers including DPW EUR offices, proactively escalating issues and exceptions, managing carrier allocations with carriers, consolidating and planning shipment operations, submitting all necessary data on Order Management Information Systems, collecting and validating (forwarder’s) cargo receipts and documentation. 
  

How you will contribute 

• Report on, update and manage bookings 

• Manage supplier and network performance incl ocean carriers 

• Report and act on supply chain exceptions 

• Provide alternative options to ensure a customer’s supply chain remains intact 

• Manage Shipment Documentation incl AMS, VGM and ISF submission  

  

What you will bring 

• Bachelor’s degree or professional education within logistics 

• With relevant 2-5 years’ experience in the logistics industry and customer service  

• Ability to communicate effectively with a service-oriented mind-set and build external / internal relationships 

• Open mind, flexibility and willing to work under pressure 

• Able to explain the logistics requirements and operational workflow interactively 

• Good Written/Verbal Command in English, multiple EU Languages  

• Proficiency in MS Office (Excel, Powerpoint, Word, Outlook)