Airfreight Customer Relations Specialist

The role serves as the primary point of contact for assigned customers, ensuring seamless communication and exceptional service delivery. Responsibilities include managing customer orders, providing shipment status updates, and acting as the first point of resolution for inquiries and issues. The position also supports pre-sales activities, handles customer claims efficiently, and serves as the designated GoGreen contact to promote sustainability initiatives. By maintaining strong relationships and delivering timely solutions, this role plays a critical part in enhancing customer satisfaction and operational excellence.

Key Activities:

• Develops relationship with assigned customers
• Participates in joint Sales visits, if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contracts
• Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes customer requests regarding Go Green topics and informs Regional Go Green Head
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution for customer complaints by solving it directly or as-signing tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• Escalates issues, if required
  
  
  

• At least 2 years experience in Logistics/ Forwarding/ Airfreight/ Cargowise is preferred
• Good knowledge of Logistics Customer Service processes and systems
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Bachelor’s degree
• Strong communication skills (verbal, written, presentations)
• Proficient computer skills: Microsoft (i.e. Excel, Word, PowerPoint, & Outlook)