Job Opening: Customer Management Specialist – Hybrid

Role Summary: This role ensures the accurate and timely movement of ocean freight shipments, to and from specific locations within the service standards agreed with the customer. Handles all Customer facing communication with the objective of optimizing our business and shipment related internal communication between/with DB Schenker stakeholders. Provides customers with proactive exception management in case of service quality deviations including follow-up and problem resolution. He/She understands the customers business, including current shipments, statistical and financial status, and proactively works to identify and resolve operational issues and risks. Finally him/her identifies and acts on opportunities to increase revenue by offering additional services, or forwarding potential sales leads to the appropriate sales resource.

Pay: 23-25/hr

Work hours: 40 per week – 8am to 5pm – no OT

Work model: Hybrid – minimum 2 days a week in office.

Training face for first 3 weeks (potentially full office

Responsibilities:

• Act in a manner which increases Customer satisfaction and loyalty, maximizes shipment profitability and decreases operating expenses
• Manage regular market updates and immediate support on market disruptions
• Responsible for getting customer approval for accessorial charges in real time. Explore upsell opportunities with the Shipper / customers (involve Sales Team – as applicable)
• Ensure that ocean export rate cards are filed with the FMC once the customer approves the rate card (if applicable).
• Explore new business opportunities with existing SME customers (e.g. new trade lanes or LCL business)
• Confirm all ocean freight rates are up to date before processing and obtain approval from customer or our destination offices.
• Creating offer and pricing for solutions covering ocean freight services for current Customers through internal pricing and trade channels
• Proactively update customers on pending issues/concerns/inquiries
• Participate in necessary trainings on skills/product knowledge/market updates/system and process updates
• Identifies and acts on opportunities to increase revenue by offering additional services, or forwarding potential sales leads.
• Assist with AR/billing issues for assigned accounts by working with TOC/billing team for resolutions

Requirements:

• International Ocean Imports/freight knowledge
• Knowledgeable in freight forwarding, both operationally and in customer service (Industry expert)
• Excellent oral and written communication and language skills, must be able to do personal phone and video calls with customer (communication skills)
• Digital awareness and capability to apply modern multi-channel customer service (Digital + Media skills)
• Apply standardized practices and carry out customer’s specific requirements noted in the customer’s SOP (Organizational skills)
• Ability to monitor business and analyze processes with data tools for continuous improvement (Analytical skills)
• Able to align company business goals with client’s goal for retention and growth (development skills)
• Tango TMS knowledge is preferred Salescloud CRM system knowledge would be a bonus (System advantages)

For immediate consideration, please send an email to justice.strickland@remx.com with the subject as “Customer Management Specialist “.