Proactivity
To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction, and maintain and enhance their loyalty to the company.
Proactively investigates potential service failures and liaises with other departments in order to determine impact on the customer needs based on the service selected
Proactively takes actions, where applicable, to solve service issues.
Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions.
Ensures that solutions meet customer and business needs.
Applies Service Recovery, where appropriate, in line with customer expectations and company policies.
Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy.

Complaints management
To provide the customer with suitable solutions relating to problem shipments or complaints, to satisfy their needs, and to maintain and enhance their loyalty to the company.
Researches problem shipment information.
Liaises with internal departments to find potential solutions that meet the needs of the customer.
Provides regular updates to the customer in line with the agreed call back times and preferred communication channel.
Verifies customer requirements and agrees on suitable solution.
Complies with all relevant policies and procedures.

Internal communication
To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers.
Complies with the Internal Communication and Escalation Policy
Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient.
Follows up within the agreed times frame until an appropriate response has been received.
Responds to all received information requests in a timely, complete and professional manner.
Provides timely, complete and professional responses to customers.

Administration
To record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.
Records and completes complaint files to closing point, including Service Recovery data entry requirements.
Records undeliverable solutions to hand over to operations.
Prepares and distributes Customer letters if required

Other Activities
Accountability within the respective Management Systems.
Contribute to the climate of active continuous improvement of processes, procedures and systems
Comply with legislative obligations and company policies
Ensure a high level of customer service is provided to all internal and external clients
Any other related task as directed by the Manager