Customer Service Agent Porto

Customer Service Agent
Porto
Porto, Porto District, Portugal

The role of the Customer Service Agent is to own the
-
- end customer experience for Europe export customers within the domain of Order Management. The prime accountabilities consist of ensuring the customer's flow of goods, information and documentation runs smoothly. This includes supporting customer operations, optimizing customer experience and committing to the agreed contractual requirements as per customer Standard Operating Procedures, managing order bookings with shippers and service providers including DPW EUR offices, proactively escalating issues and exceptions, managing carrier allocations with carriers, consolidating and planning shipment operations, submitting all necessary data on Order Management Information Systems, collecting and validating (forwarder’s) cargo receipts and documentation.

The role will be based in Porto.

How you will contribute

• Report on, update and manage bookings.
• Manage supplier and network performance including ocean carriers.
• Report and act on supply chain exceptions.
• Address and resolve internal and/or customer inquiries (Issue Resolution).
• Provide alternative options to ensure a customer’s supply chain remains intact.
• Manage Shipment Documentation including AMS, VGM and ISF submission.
• Maintain regular contact with other internal teams/offices to provide updates and gather feedback.
• Accurately input, update, and maintain customer information and interaction with internal systems.
• Gather internal and/or customer feedback to aid in improving services and processes.

What you will bring

• Bachelor’s degree or professional education within logistics, with relevant 2-5 years’ experience in the logistics industry and customer service.
• Ability to communicate effectively with a
  - oriented
  - set and build external/internal relationships.
• Open mind, flexibility and willingness to work under pressure.
• Able to explain the logistics requirements and operational workflow interactively.
• Ability to handle systematic approaches to
  -
  - day tasks and follow a structured framework of customer support.
• Good knowledge in analyzing performance data and metrics to inform business decisions.
• Good understanding of Performance Metrics (KPI’s) related to logistics and customer service plus service availability, and issues resolution rates.
• Good knowledge in customer relationship management systems, operational tools e. g TMS, and other essential IT tools that support logistics operations.
• Good written/verbal command in English, multiple EU languages.
• Proficiency in MS Office (Excel, Power
  Point, Word, Outlook).