Customer Service Specialist

Job Description

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.
* 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.
* Feedback to the customer (internal and external reporting of the shipments to the customer) by various means (mail, phone, EDI)
* Reporting in accordance with the KPI’s.

Job Requirements

Key Competencies / Skills

Generic Standards

▪ Good communication skills both oral and written

▪ Initiative and strong sense for organization in order to meet customer requirements.

▪ Good administrative skills and computer literacy

▪ Stress resistant

▪ Team player, but also able to work well independently

▪ Able to work with different cultures

Functional Standards

* Polyvalent forwarding experience (export/import) is an advantage
* Extended (export/import) customs procedure knowledge is necessary.
* Knowledge of I MCO regulation is an advantage

Dimensions / KPI’s

* Acknowledgement of customer inquiries within a dedicated time frame
* Clear communication with the customer
* Weekly reporting
* Pre-alert management
* Scope of service

Key Interfaces

* Operational contacts with customer s
* Country ocean product manager
* Business Partners, Vendors and Suppliers
* Operations department
* Carriers & agents

Qualifications/Experience

* + 3 years of detailed experience of logistics and forwarding operations , pricing, product and customer service mindset.
* Preferable a professional degree by a licensed educational institution specialized in logistics and forwarding.
* Computer literacy with Microsoft Software applications and /or other market leading software applications.