YOUR ROLE

As part of the country level customer service team this role is primarily accountable for providing our customers with a consistent and positive experience when dealing with CEVA. This individual will act in accordance with strategy, tactical and operational guidance put in place by the AIR product organisation. The individual will be expected to execute their role in accordance with CEVA customer service and operational excellence guiding principles. Primary responsibilities include the daily delivery of superior customer service, proactive service recovery and constant communication excellence all contributing to the overall customer satisfaction when engaging with CEVA. This role is at the front line of putting the customer firmly back at the heart of the organisation and becoming truly customer centric in our approach. Delivering on our service promise; the role is accountable for customer and operational excellence which focuses on enhancing the customer experience through consistent and seamless delivery of great customer service

WHAT ARE YOU GOING TO DO

Acts as customer facing front end to all operational processes (front office tasks & actions)
Acts as key contact for allocated customers / manages adhoc & on demand engagement
Accepts and processes customer orders (in line with station process)
Stays informed on shipment and exception status for allocated customers shipments
Proactively informs customer on shipment status and exceptions
Passes on leads to Sales (new lanes / business opportunities / increase share of wallet)
Handles customer inquiries
Handles customer requests with regard to various topics (engages with additional stakeholders where required)
Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions (service recovery)
Acts as first contact point for customer claims for notification and reception of claims and respective document collection
Able to perform effectively under high‑pressure situations, delivering tasks with exceptional speed, precision, and accountability
Support BD, Operations and Product as required (customer facing interaction)
Develop customer relationships and ensure that customer service levels within the station are maintained
Active participation in the customer service process contributing positively to regional/country SLA's and Global/Country operational KPI's

WHAT ARE WE LOOKING FOR

Strong People Management Skills
Ability to coordinate, plan and monitor at national level Air projects
Strong background in process design and execution
Experience within Air Operations
Experience within Finance and Administration
Strategic exposure necessary

WHAT DO WE HAVE TO OFFER

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave entitlement, pension, health, and life assurance. There's no doubt that you will be compensated for your hard work and commitment so if you'd like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

About Tomorrow

We value your professional and personal growth. That's why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

Air Customer Service Executive (Import)