Memphis, United States of America
Assigning and monitoring orders, organizing international SSL goods flow and maintaining contact with customers and external locations.
Being the first point of contact for the customer (in 1 or more foreign languages) Maintaining contact with customers and service providers Exchanging operational information with customers and leadership Paying attention to customers' questions, wishes and needs and promoting the operational relationship Providing feedback to customers regarding complaints, after consultation with the manager Receiving complaints and monitoring the handling of complaints
Reviewing SSL orders for accuracy and completeness and inquiring (internally/externally) about missing data Assigning orders to SSL location within framework agreements, if necessary in consultation with supervisor Scheduling urgent, express and road transports in transport management system Taking rush and WCOC (Will Call) orders, allocating orders and following up on flow of goods Monitoring qualitative and quantitative progress using TMS system and adjusting priorities and planning in consultation with the supervisor Processing adjusted priorities and correcting disruptions in consultation with supervisor and SSLs Ensuring coordination of various sub processes Identify bottlenecks in the operational process and discuss with supervisor
Recording (handled) questions, complaints and customer appointments in the information system Ensuring file formation and archiving Preparing standard customer overviews Processing mutations and corrective actions
Making (improvement) proposals to the manager Participating in projects aimed at improving current matters Contributing to partial implementations
Adhering to and securing quality and ISO requirements according to agreed procedures and instructions
Training, knowledge and experience: High school diploma or GED equivalent Knowledge of logistical administrative processes 1+ years of experience as a customer care agent Competencies and skills: Customer-oriented Accurate Fluent in English (spoken and written), a foreign language preferred Strong social and communication skills (spoken and written) Experience with automated information systems preferred Experience with MS Office preferred Planning and organizing