Customer Service Teamleader

<h3>Description</h3> <p>We are looking for an experienced, versatile and hands on professional to join our Customer Service Department in our Benelux organization. The ideal candidate will have at least 3 years of professional experience either in forwarding or working in a liner agency. As a Customer Service Team leader you will play a crucial role in ensuring excellent service delivery to our clients across various aspects of export, import, and cross-trade operations. </p><p>Duties:</p><p>• Creation, implementation, and monitoring of Customer Service procedures</p><p>• Evaluate processes, identify risks, develop solutions, and implement improvements.</p><p>• Meet the company KPI targets.</p><p>• Maintain active communications with regional head office on outstanding issues.</p><p>• Train CS coordinators, ensuring timely, accurate CS processes.</p><p>• Management of the necessary documentation for customs clearance</p><p>• Preparation of statistics and reports</p><p>• Coordination distribution and operations department and resources for imports and exports</p><p>• Disputes management / assist finance in solving and dealing with customer disputes.</p><p>• be the first point of escalation for any problems or issues encountered by any member of the team.</p><p>• Lead and supervise team members to consistently deliver and exceptional customer experience.</p><p>• Facilitate training and induction to ZIM e-tools, processes, and procedures.</p><p>• Ensure the correctness of sales invoices.</p><p>• Prioritizes workload, handles high volume of emails, and calls from customers with ability to respond promptly and professionally.</p><p>• Serves as ultimate point of contact for customer service complaints &amp; claims.</p> <h3>Requirements</h3> <p>• Problem solver and can-do approach. </p><p>• Strong coaching skill and ability to work with data.</p><p>• Focusing on process improvement</p><p>• Result driven with focus on team efficiency.</p><p>• Strong communication skills</p><p>• Willingness to go the extra mile to understand and support customers.</p><p>• Ability to work under pressure and respect deadlines.</p><p>• A minimum of 3 years of commercial or CS experience in logistics/shipping</p><p>• Fluent in English and <u>Dutch (mother tongue)</u></p><p>• Good Analytical skills and ability to work with MS software.</p>