Customer Service Executive

About PSA BDP:PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide. We are a team that celebrates our unique diversity and close-knit community atmosphere.Our core values begin at the very top and span the broad reach of our global community. We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.Scope:Responsible for providing frontline support to customers and ensuring customers are satisfied. Retaining customers by providing exceptional service while handling complaints and suggestions. Continuously provide customer excellence and sustainable growth across the scope of responsibility.Responsibilities

• Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience.
• Support customers by providing information, answering questions, considering their suggestions and complaints.
• Ensure best-in-class customer onboarding.
• To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the customer.
• Advising and consulting customers to ensure customer satisfaction, to maintain own key performance indicators.
• Resolve escalated and complex customer issues on-time.
• Maintain and integrate customer information accurately into the system.
• Accountable for maintaining excellent services levels for external and internal stakeholders.
• Identify business development opportunities within existing accounts & manage the Key Accounts being responsible for its development.
• Feedback to the customer (internal and external reporting of the shipments to the customer) by various means (mail, phone, EDI)
• High standard of knowledge about operational regulations for Ocean and Customs, and close follow up with operations for shipment handling and troubleshooting
• Ensure data quality at all times and timely customer reporting in accordance with the KPI’s.Generic Standards
• Firm knowledge of at least 2 foreign “business” languages with good oral and written communication skills
• Initiative and strong organizational sense in order to meet customer requirements. High standard of ownership and responsibility.
• Ability and Willingness to go extra mile Ability to stay calm under pressure and stressful situations
• Team player, but also able to work independently
• Able to work with different culturesFunctional Standards
• Demonstrated experience in Freight Forwarding (Import, Export and Customs)
• Understanding of International Trade and Incoterms
• Knowledge about Dangerous Goods and IMCO regulationsDimensions / KPI’s
• Acknowledgement of customer inquiries within a dedicated time frame
• Clarity and proactiveness in communication with the customer
• Timely hand over of documents and information to Operations and follow up
• Weekly reporting
• Data Quality in TMS SystemsKey Interfaces
• Operational contacts with customer
• Manager Customer Service
• Business Partners, Vendors and Suppliers
• Operations department
• Sales department
• Finance departmentQualifications/Experience∙+5 years of detailed experience of logistics and forwarding operations, pricing, product and customer service mind-set.∙Professional degree by a licensed educational institution specialized in logistics and forwarding.∙High standard of computer literacy with Microsoft Software applications and /or other market leading Transport Management (TMS) applications.