Inside Sales Representative

Rotterdam, reference 2024-02008

Job description

• Case Ownership: Respond to customer queries across various channels within agreed SLAs and quality standards. Act as the primary contact for shipment-related inquiries, collaborating with relevant stakeholders to keep customers informed throughout the resolution process.
• Booking Management: Oversee and modify bookings as required, ensuring accurate updates to all relevant internal and external parties. Notify customers of any booking issues, such as schedule changes, equipment availability, customs documentation, or pre-carriage problems.
• Order Processing: Ensure timely processing of orders, validate data, and input information into the system accurately.
• Cost Monitoring: Monitor and manage additional costs for bookings, ensuring accurate charges are applied to customers or internal cost centers. Address non-freighted bookings and manage the freighting workflow.
• Customer Communication & Escalations: Handle customer communication professionally, including resolving complaints related to unexpected shipment disruptions or other issues. Escalate recurring problems to management and ensure timely resolution of special customer demands.
• Exception Management: Serve as the central point for handling exceptions, supporting other offices with queries, and addressing shipment disruptions. Coordinate with customers and manage system modifications as needed.
• Support & Collaboration: Assist shared service centers by addressing queries raised during the booking process (RFIs). Collaborate with other departments and facilitate communication between teams for seamless operations.
• Process Improvement: Identify areas for operational improvement and provide actionable feedback to enhance day-to-day efficiency.
• Customer Satisfaction: Proactively enhance the customer experience by resolving issues effectively and upgrading satisfaction levels.
• Policy Compliance: Adhere to the Customer Care Charter and ensure all workflows align with company policies.
• Communication Management: Share updates and roadmaps with the Power User network and ensure alignment on processes.
• Case Prioritization & Analysis: Assess and prioritize customer queries based on urgency and criticality. Analyze requests and consult with experts or dispatch cases to appropriate teams for swift resolution.

Requirements

• Proficiency in English is required; fluency in Dutch and French is a preference
• Bachelor's degree in Business Administration or Logistics;
• Experience in maritime shipping or logistics;
• Proficiency in Microsoft Office and CRM tools;
• Demonstrated commitment to high professional ethical standards;
• Strong communication skills;
• Negotiation prowess and solid business acumen.

Working conditions

• A salary between €3.000 and €4.700 euros per month, based on experience;
• Pension plan with contributions entirely covered by the company;
• Group health insurance with reduced rates;
• Access to learning resources and courses;
• Birthday bonus;
• Possibility to work form home once a week;
• Fulltime basis of 37,5 hours per week;
• 26 vacation days;
• Initial contract of 1 year.

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Company description

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