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