Customer Care Representative
Internship Montréal (Agglomération de Montréal) Accounting / Management control
Job description
Our branch in Montreal is in search for an experienced freight forwarding professional to be part of the customer care team.
Your Role
This is an empowered position within a customer focused organization. Your commitment to developing long-term partnerships is combined with the keen ability to listen, understand and build solutions designed with your customer at top of mind. Your ability to help customers navigate their way through this global organization means taking a holistic approach to your customers and efficiently transitioning that information and insight to your counterparts for flawless execution.
Your Responsibilities
• Learn about what drives your customers' business and how to support their current and future business goals by creating clear, open communication channels
• Promote pro-active and consistent engagement with the Operational Care Centre (OCC) to transition customer information for flawless operations execution
• Ensure quality of information transition to the OCC to reflect the level of quality each new customer expects from a premier organization
• Ensure that the experience during implementation is designed around the customers' business and day-to-day realities • Understand standard specific shipping requirements and consistently offer best solutions but be quick to adapt to changes that may arise and affect "normal" shipping patterns
• Efficiently facilitate your customers ability to obtain quotes for any business mode that is the best fit for that particular shipment • Understand what shipping milestones drive your customers' business, what exceptions matter most and gear visibility towards those ends
• Document clear rules of engagement with counterparts with the end goal of producing an overall high level of quality to support specific business requirements customer by customer
• Document communication rules of engagement that are led by the customer; let the customer define the relationship but always ensure that we hold up our part of the partnership
• As a customer focused organization it is imperative to consistently check the pulse of your customers' level of satisfaction, how we can do more and ensure visibility to customer feedback
requirements and communication for specific client service requests.
• Maintain an open-minded approach when faced with customer issues, facilitate solutions with appropriate counterparts, follow up consistently (internally and externally),
document issues to create a 360 degree view of the customer with the ultimate goal to turn a negative experience into a positive experience for the customer.
• Become the resource of timely and relevant information that may impact your customers' business to adjust planning, budgets, etc., to mitigate their risk
• Guide customers through KN's on-line tools that support their goals (ie. efficiency, planning, visibility)
• Pinpoint areas of improvement collaboratively with customers and facilitate improvement initiatives that are impactful • Develop a level of understanding for your customers' business to offer solutions with a holistic view of the customer
Your Skills and Experiences
- Strong written and verbal communication skills
- Ability to work in a high-pressure/fast-moving environment
- Strong Multi-Tasker with Minimal Supervision
- Solutions driven
- Organizational skills
- Time Management
- Positive personality, Patient and Empathetic, Ability to Trust
Good Reasons to Join
We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment","industry":"Logistics","datePosted":"2020-10-29T00:00:00.000Z