Senior Customer Service

Senior Customer Service

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you "Dare to Grow" with us?

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)
• Priority given to candidates with experience in handling high-tech cargo
• 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.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.