Sea Logistics Customer Care Specialist, Export

As a member of the Freight Forwarding team, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises.

You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer Excellence.

You will support customers by providing helpful information, answering questions, + responding to complaints.

Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.

How you create impact:

• To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).
• To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction.
• To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway in decision-making, then following up to ensure quotations are accepted + closed.
• To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
• To qualify + enter customer orders into the operational execution process.
• To collaborate with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges.
• To document, resolve, analyze all complaints + then identify, share + eliminate root causes.
• To create, review + refine customer reports.
• To ensure delivery against all financial targets + strategic objectives.

What we would like you to bring:

• Minimum 3 years of experience in Sea Logistics / Ocean Freight.
• Strong knowledge of ocean export operations and documentation.
• Experience in Export Customer Service / Customer Care.
• Ability to manage 100-150 shipment files.
• Strong customer communication and relationship management skills.
• Experience handling customer queries, complaints and escalations.
• Knowledge of freight quotations, pricing and commercial processes.
• Experience coordinating with Sales, Operations and Finance teams.
• Exposure to Pan-India and Europe trade lanes preferred.
• Strong problem-solving, networking and stakeholder management skills.