Job Purpose & Primary Job Responsibilities
As Customer Care Coordinator - Key Accounts – Export you are responsible for providing frontline responses to queries and requests from our Key Account clients. You take care of a consistently high service-level by providing prompt resolutions for service issues that are brought to you through our ONE communication tool ’’Service Cloud’’ (Salesforce/Case Management) and other channels. In cooperation with our Customer Administration team and supported by ONE's growing range of customer self-service tools on our website, you contribute to a superior Customer Service experience for our Key Accounts.
- Day to day operations: You provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through the Service Cloud communication system. In order to succeed, meet agreed KPIs and quality standards you need to actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations.
- Process & Quality Management: You are in charge of providing premium care and a consistently high service to ONE's Key Accounts. You aim at scaling quality service with our growing range of ’’tech enablers’’ and self-service tools, promoting these to our Key Accounts as suitable. Keeping up to date on the relevant self-service and e-commerce tools will therefore be vital. You ensure compliance with company rules and regulations on all processes and transactions.
- Communication & Collaboration: Ensure good collaboration and communication within departments and across. Work closely with the Customer Administration team as well as our Sales Teams and escalate cases in a timely and professional manner whenever appropriate. Communicate effectively with customers and advise them in a reliable and professional manner.
- Digital adoption: Support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable. Seek ways to apply ONE's tech enablers to your area of specialisation increasingly.
- Enhance service to customers by making sure that all KPI’s and Standard Operating Procedures are met or followed, actively improve effectiveness and productivity.
- Ensure correct invoicing and full cost recovery in order to optimize revenue.
Location
This is local position based in the Rotterdam Agency Office.
Required Skills and competencies
- Preferably 1-2 years of work experience within shipping
- Strong communication skills, customer- and service oriented
- Flexibility and creativity in problem solving
- Good knowledge Salesforce and Google Workspace (prefered)
- Articulate, clear oral and writing communication skills in English and Dutch
- Enthusiastic team worker
What we offer
- Market based salary
- 26 Holiday days per year
- Holiday allowance
- 13th month
- Pension: a defined contribution paid by Employer and Employee
- WIA and WGA-gap insurance fully paid by ONE
- Collective Health Insurance
- Commuting and Working from Home Allowance
