Customer Experience Operations Specialist

hace 6 días

Bogotá, Bogotá D.E., Colombia Damco Spain SL A tiempo completo

About the Role:

We are seeking an experienced Customer Experience Operations Specialist to join our team at Damco Spain SL. As a key member of our logistics operations, you will be responsible for ensuring efficient shipment coordination and correct execution of service levels agreed with clients.

Responsibilities:

  • Coordinate assigned SCM accounts professionally and efficiently.
  • Ensure compliance with clients' SOP/IOP/SLA and company procedures, focusing on high customer service levels.
  • Achieve and monitor timeframes given by SCM clients at each shipment stage.
  • Maintain good relationships with external/internal customers and suppliers, upholding company values.
  • Support the Lead Logistics Team in operational procedure reviews, new accounts, procedures, and systems implementations.
  • Present weekly account performance reports to the Lead Logistics CX manager through MOS.
  • Continuously improve data quality, service levels, and productivity.
  • Identify new business opportunities for assigned accounts.
  • Monitor open POs according to client specifications.
  • Report deviations to operations as mapped in client SOP/IOP/SLA.
  • Work closely with origin offices to ensure client SOP/IOP/SLA adherence, including data quality.
  • Process all bookings: book with nominated carriers, confirm bookings after resolving discrepancies.
  • Send shipping instructions on time, ensuring information is sent correctly.
  • Check destination countries' regulations before shipments depart to avoid penalties.
  • Perform necessary transmissions (ASN, ISF, 315 message), send them on time, and follow up on correct reception.
  • Update shipment details in MODS according to client SOP when events occur or send information to GSC for updates.
  • Keep customers informed about shipment status throughout the process.
  • Utilize Connective Task Management (CTM) Tool to ensure proper shipment attention.
  • Use Communication Cost Tool (CCT) to invoice cargoes on time, avoiding Data Quality issues.

Requirements:

  • At least 5 years of experience in operations or customer service roles in international transportation, logistics, or freight forwarding.
  • Bachelor's Degree in international commerce, administration, economics, engineering, or related fields.
  • Advanced written and spoken English skills.
  • Knowledge of the freight forwarding business.
  • Planning and execution capabilities.
  • Analytical and problem-solving skills.
  • Positive, proactive, and persistent attitude.
  • Responsible and organized individual.
  • Good communication skills.
  • Ability to work under pressure while maintaining quality focus.
  • Excellent stakeholder management.

Estimated Salary: €55,000 - €65,000 per annum, based on location and industry standards.

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