To be the first point of contact for a defined list of customers. Handle order requests and queries, and help deliver excellent customer service. Ensure accurate and timely recharge of additional costs.
About this employer
Intermodal Tank Transport (ITT) has established itself as a market leader in global tank container logistics and transportation. We specialise in providing innovative supply chain solutions around the world through experienced staff with a dedication to safety, quality, efficiency, environmental and security management. Intermodal Tank Transport (ITT) was founded in 1993 and quickly established itself as a pioneer through the introduction of efficient isotank transport for bulk liquid trade lanes in and between the US and Latin America.
What you’ll do at work
- Handle customer order requests and provide accurate and timely information about services, lead times and costs.
- Keep customers informed of any impact or changes to their orders as soon as possible and in the case of delays, provide alternative options and costs with the communication.
- Ensure key events of the transports are communicated immediately such as load and delivery confirmations.
- Through the creation of an order, ensure all the required details are captured in the system and communicate key requirements to other internal departments to ensure all customer requests are met.
- Through the kickback report and review of the jobs after completion, review, advise the customer and recharge all applicable additional costs.
- Review and monitor templates against completed orders to ensure all necessary instructions are available for relevant parties.
- Review complaints and implement safeguards to avoid repeated issues.
- Highlight to Team Leader any costs repeatedly incurred that are unrecoverable.
- Monitor OTIF performance by customer and provide improvement plans to achieve a consistently high score.
- Compile and produce any customer-requested reports, such as OTIF, extra cost reports etc., within the timeframe required.
KPIs
- Achieve service and financial targets and operate within set budgets
- Deliver outstanding levels of customer service
- Develop and maintain excellent relationships with both internal and external stakeholders.
The person we’re looking for
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem-solving skills
- Administrative skills
- Number skills
- Analytical skills
