Manage a high volume of inbound email traffic, supplemented with phone contact, to assess customer needs
Prepare detailed reports, as required, for customers
Respond to customer inquiries with the intent of providing customer satisfaction, retention, and increasing revenue spend which includes new lanes and services
Review customer inquiries, problems, requests and suggestions to determine the appropriate solutions and/or responses
Perform first level root cause analysis
Any critical escalation from client related to closure has to be highlighted to senior level,
Arrange for expedited service recovery for shipments, when necessary
Revert back to the client with update/closure in the given timeline.
Need to share the closure file with every client.
Responsible for billing and payment collection from the customer.
Maintaining an accurate record of all existing and potential customers.
Responding to customer inquiries in a timely and professional manner.
Serve as the link of communication between key customers and internal teams
