Control Tower Agent
Responsibilities:
Managing Customer Contact:
· Being the first point of contact for the customer (in 1 or 2 foreign languages)
· Maintaining contact with customers and service providers
· Exchanging operational information with customers and relevant colleagues and/or departments
· Paying attention to customers' questions, wishes and needs and promoting the operational relationship
· Receiving complaints and escalating them to leadership
· Providing feedback to customers regarding complaints, after consultation with the manager
Monitoring Operational Progress:
· Gathering, checking and updating the progress of operational orders or transport orders with (carriers) data using the transport management system
· Processing and maintaining transport data (such as expected time of arrival) in transport management system
· Processing changed priorities and correcting disruptions in consultation with supervisor
· Identify bottlenecks in the operational process and discuss with supervisor
Managing Administration:
· Checking, processing and maintaining customer and transport data(such as expected time of arrival) in the transport management system
· Recording (handled) questions, complaints and customer appointments in the information system
· Ensuring file formation and archiving
· Coding and processing mutations and corrective actions
· Generating, arranging and editing data from files and archives
· Providing support to Finance Department in solving invoice discrepancies
· Performing other duties as assigned
Contribution to Projects:
· Making (improvement) proposals to the manager
· Participating in projects aimed at improving current matters
Complying with Laws, Regulations, and Procedures:
· Adhering to and securing quality and ISO requirements according to agreed procedures and instructions
Job Requirements:
· High school diploma or GED equivalent
· Knowledge of logistical administrative processes
· Experience with quality processes
Competencies and Skills:
· Customer-oriented
· Accurate
· Fluent in English (spoken and written), a foreign language preferred
· Strong social and communication skills (spoken and written)
· Experience with automated information systems preferred
· Experience with MS Office preferred