Are you a customer-oriented person who is passionate about delivering exceptional customer experiences and has high energy, dynamic and strives for achieving excellence in all aspects of work to efficiently manage resolutions?
You'll be joining an exceptional team that's passionately committed to delivering outstanding service to our customers within the dynamic renewables sector.
We Offer
In Damco Spain SL, we empower you to take ownership of your career and offer you an exciting opportunity as a Customer Experience Partner where you will be trusted and empowered to take on new challenges. We provide an exciting global career at the forefront of world trade with a company that operates across continents, cultures, and with individuals from all walks of life.
This drives our ambition to create equitable and inclusive workplaces where every individual can have a sense of belonging.
We are proud of our people who define our company's industry leadership, global team culture, and customer-centric focus every day.
Our highlights include:
* Industry-leading talent development initiatives and competitive benefits.
* A flexible working policy and hours.
* Access to internal training opportunities.
* Excellent benefits to employees, including a competitive pension scheme, health insurance, etc.
Key Responsibilities:
* Manage and monitor the end-to-end shipment process.
* Coordinate with various stakeholders in shipment process handling.
* Orchestrate the overall flow of an end-to-end shipment.
* Provide value-added solutions to customers through effective business knowledge/process understanding.
* Query resolution with shippers/customers/key account managers/other stakeholders, timely resolution, and response to customers.
* Maintain a customer-centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
* Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
* Responsible for cross-selling/up-selling, customer retention.
* Adhere to processes and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
* Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
* Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
* Maintain effective and proactive communication – by regularly participating in conference calls with clients to enable seamless process flow.
* Record and report performance that helps provide suitable recommendations on: Service delivery wins + Service failures.
* Work with KCMs/commercial teams to establish and strengthen customer relationships.
* Comply to specific customer SOP and monitor respective KPIs.
* Execute reports or other tasks assigned by Team Leader/Manager.
We are looking for:
* Experience with logistics/supply chain and related areas.
* Fluency in both Spanish and English.
* Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
* Stakeholder management skills and relationship building.
* Passion to drive closures & high-level customer service orientation – Customer Centricity.
* Result orientation.
* Well-organized when working under pressure.
* Team player – Works together with others in the business unit to achieve results, fosters teamwork.
* Good understanding of operational processes.
* Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
* Positive and proactive attitude.
Damco Spain SL is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Damco Spain SL is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process.