Multimodal Customer Service Team Leader

14 ore fa

Cernusco sul Naviglio, Lombardia, Italia Samskip A tempo pieno

Samskip is a global logistics provider delivering multimodal transport solutions by land, sea, rail, and air. With a strong European footprint and a commitment to sustainable logistics, Samskip continuously invests in innovation, efficiency, and environmental responsibility.

Job Description

Are you interested in a role that involves assisting customers with their transportation needs across various modes? As a Multimodal Customer Service Team Leader, your primary responsibility is to ensure customer satisfaction by providing excellent service. You'll handle inquiries, resolve complaints, offer information on routes, support multimodal operations, ensuring that customers receive their shipments efficiently and promptly, optimizing the entire process of collection and delivery on Italian territory.

The Customer Service Team Leader will report to the Sales & Customer Service Manager.

Responsibilities:

  • Answer phone calls and emails from customers seeking assistance with transportation-related issues.
  • Coordinate the Customer Service team on daily activities, set objectives, monitor the target volume assigned and schedules ensuring high-level customer support.
  • Provide information on routes, schedules, for different modes of transportation
  • Respond to customer complaints and concerns promptly and efficiently.
  • Serve as the primary liaison with Sales, Customer service, and Operation team.
  • Prioritize orders and adjust schedules to meet customer priority requirements.
  • Ensure efficient scheduling and routing to achieve on-time, in-full (OT) delivery.
  • Delivery cost-effective customer service while meeting customer expectations and requirements.
  • Coordinate with other departments to resolve customer issues.
  • Process bookings, reservations, and cancellations following established procedures.
  • Assist customers in making transport arrangements, including suggesting alternative routes and modes of transportation to guarantee the best transport solution
  • Maintain accurate records of customer interactions, including complaints and resolutions.
  • Provide feedback to management on trends in customer inquiries and concerns.
  • Continuously improve knowledge of transportation systems and services.
  • Adhere to company policies and procedures, including privacy and confidentiality guidelines.

Qualifications:

  • High school diploma or equivalent
  • Relevant and solid work experience in customer service in Multimodal or Logistic
  • Excellent communication skills (both written and verbal).
  • English language B2 or equivalent
  • Strong problem-solving abilities.
  • Positive attitude and willingness to learn.

What we offer:

At Samskip, we believe that when our people succeed, we succeed. You'll benefit from a wide range of development opportunities, including training and e-learning. We also promote a healthy work/life balance in a vibrant international environment where every day brings new challenges. And when the work is done, we enjoy team gatherings and events.

  • Meal vouchers for each worked day
  • Health insurance
  • Competitive salary
  • 22 days of holiday per year plus ROL hours

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