Customer Service Executive Contract

Job Summary: He / She has to deliver Visibility Proactivity Reactivity Optimization and High level of Satisfaction to our major accounts managed by a 4PL HUB. Candidates must be willing to work on a 24/7 rotational shift. KEY ACCOUNTABILITIES Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer

• Follow up invalid entries received from the customer or authorized partners (vendors customers subcontractors....)
• Monitor shipments on regular basis (3PL shipment confirmation milestones completion etc.)
• Alert the customer team proactively in case of deviation and propose backup solutions
• Integrate manually in dedicated IT solution the Transport Request if necessary
• Arrange alternative in case preferred carrier is unavailable
• Take corrective actions in case of missing prealerts
• Receive and control customer bookings according to the processes in place
• Check optimizations from optimizer if applicable propose consolidation options.
• Report on data quality
• Provide clarifications and/or missing information
• Communicate & confirm arrangement to origin

• Manage and supports order management to ensure the best possible service level
• Meets deadlines and ensures completion of customer service tasks within the expected time frames
• Ensure a consistent and proactive communication flow with the customer
• Act as a strong interface to resolve customer problems manage troubleshooting and issue resolution
• Prioritizes resolves and/or escalates issues to secure the customer s interest
• Represent Prism internally and externally
• Use the tools and communication to react to customer requests
• Act as a single point of contact for the customer
• Identify and record savings (benefits tracking) delivered to the customers.
• Provide his/her expertise in transportation management
• Use of the technologies to be more efficient and work with the CBS

• Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
• Monitor the good deployment and efficiency of new operational practices with the 3PLs
• Contribute to formalize the SOP
• Provide 1st level of support to the 3PL (operational inquiries data matters etc.)
• Set up and Monitor corrective action plans in agreement with the 4PL HUB manager

• Receive nonconformities and complaints and log these in a database
• Conduct root cause analysis on logged issues
• Categorized all nonconformities & complaints using standardized issue codes and reason codes
• Capture claims through nonconformities & complaints management process
• Assess of potential claims and recommendation to the customer

• Escalate claim to concerned party
• Conduct 8D analyses for complex claims
• In case of financial damages follow up with 3PL and insurance until financial settlement

• Define requirements
• Get spot quotation from the 3PL s panel
• Select provider
• Maintain spot quotation database / matrix

• Any other tasks provided by their Manager

Requirements

• Experience in transport management / freight forwarding (air operations)
• Proven track record in a similar role ideally in a Control Tower of 4PL environment
• Knowledge in freight forwarding AOG and oversize cargo will be an advantage
• Excellent command of written and spoken English
• Must be willing to work on a 24/7 rotational shift
• Customer centric mindset

• Excellent communication
• Team player
• Solution finder
• Rigorous
• Excellent interpersonal skills
• Thoroughness
• Organized
• Responsive

• Excellent in written and verbal English

• Entrepreneurship
• Respect for Each Other
• Determination & Persistence
• Agility & Innovation
• Pursuit of Excellence