Job description:
Reports To
Cluster General Manager
Location
Dominican Republic, ability to travel
Job Overview
Manage and coordinate all Customer Care activities (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure the level of service meet customer expectations in compliance with Group interest.
Responsibilities and Duties
Define Customer care strategy in coordination with Sales, including meetings with customers and customer care process sensibilization to the team.
Monitor and coordinate Customer care activities according to target KPI and take actions to improve performances, and to reduce TAT for main processes impacting customers.
Ensure implementation of Group processes and procedures under their scope. Support Group projects implementation and new tool deployment.
Improve response capacity of the Customer Care department.
Assure Case resolution according to the proposed targets.
Motivate and promote teamwork in the cluster. Develop and integrate cluster customer care positions and extend responsibilities within the cluster.
Assure invoice accuracy and revenue collection for local cargo by monitoring the available reports and following up with the team.
Evaluate and supervise the customer care team, to provide feedback and coaching when needed.
Identify process improvements, being a business expert and make sure the completion of the customer care tasks and all processes.
Qualifications
Bachelor's degree in Business, Industrial Engineering, Marketing, or related.
Master's degree in Logistics, Commerce, MBA or related.
+5 years of shipping experience.
Management or supervisor experience.
Advanced Excel, CRM knowledge, Power BI and KPI Management.
Communication skills, Initiative, Time managing, Results oriented, Leadership.
Fluent in Spanish and English.