Customer Service Executive Contract

• Follow up invalid entries received from the customer or authorized partners (vendors customers subcontractors....)
  
• Monitor shipments on regular basis (3PL shipment confirmation milestones completion etc.)
  
• Alert the customer team proactively in case of deviation and propose backup solutions
  
• Integrate manually in dedicated IT solution the Transport Request if necessary
  
• Arrange alternative in case preferred carrier is unavailable
  
• Take corrective actions in case of missing prealerts
  
• Receive and control customer bookings according to the processes in place
  
• Check optimizations from optimizer if applicable propose consolidation options.
  
• Report on data quality
  
• Provide clarifications and/or missing information
  
• Communicate & confirm arrangement to origin
  

• Manage and supports order management to ensure the best possible service level
  
• Meets deadlines and ensures completion of customer service tasks within the expected time frames
  
• Ensure a consistent and proactive communication flow with the customer
  
• Act as a strong interface to resolve customer problems manage troubleshooting and issue resolution
  
• Prioritizes resolves and/or escalates issues to secure the customer s interest
  
• Represent Prism internally and externally
  
• Use the tools and communication to react to customer requests
  
• Act as a single point of contact for the customer
  
• Identify and record savings (benefits tracking) delivered to the customers.
  
• Provide his/her expertise in transportation management
  
• Use of the technologies to be more efficient and work with the CBS
  

• Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
  
• Monitor the good deployment and efficiency of new operational practices with the 3PLs
  
• Contribute to formalize the SOP
  
• Provide 1st level of support to the 3PL (operational inquiries data matters etc.)
  
• Set up and Monitor corrective action plans in agreement with the 4PL HUB manager
  

• Receive nonconformities and complaints and log these in a database
  
• Conduct root cause analysis on logged issues
  
• Categorized all nonconformities & complaints using standardized issue codes and reason codes
  
• Capture claims through nonconformities & complaints management process
  
• Assess of potential claims and recommendation to the customer
  

• Escalate claim to concerned party
  
• Conduct 8D analyses for complex claims
  
• In case of financial damages follow up with 3PL and insurance until financial settlement
  

• Define requirements
  
• Get spot quotation from the 3PL s panel
  
• Select provider
  
• Maintain spot quotation database / matrix
  

• Any other tasks provided by their Manager
  

Requirements

• Experience in transport management / freight forwarding (air operations)
  
• Proven track record in a similar role ideally in a Control Tower of 4PL environment
  
• Knowledge in freight forwarding AOG and oversize cargo will be an advantage
  
• Excellent command of written and spoken English
  
• Must be willing to work on a 24/7 rotational shift
  
• Customer centric mindset
  

• Excellent communication
  
• Team player
  
• Solution finder
  
• Rigorous
  
• Excellent interpersonal skills
  
• Thoroughness
  
• Organized
  
• Responsive
  

• Excellent in written and verbal English
  

• Entrepreneurship
  
• Respect for Each Other
  
• Determination & Persistence
  
• Agility & Innovation
  
• Pursuit of Excellence