Customer Service Specialist

Job Description

About PSA BDP :

PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5, people worldwide.

We are a team that celebrates our unique diversity and close-knit community atmosphere. Our core values begin at the very top and span the broad reach of our global community.

We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.

PSA BDP serves over 5, customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.

Scope

Responsible for providing frontline support to customers and ensuring customers are satisfied. Retaining customers by providing exceptional service while handling complaints and suggestions. Continuously provide customer excellence and sustainable growth across the scope of responsibility.

Responsibilities

• Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience.
• Support customers by providing information, answering questions, considering their suggestions and complaints.
• Ensure best-in-class customer onboarding.
• To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the customer.
• Advising and consulting customers to ensure customer satisfaction, to maintain own key performance indicators.
• Maintain and integrate customer information accurately into the system.
• Accountable for maintaining excellent services levels for external and internal stakeholders.
• Identify business development opportunities within existing accounts.
• Feedback to the customer (internal and external reporting of the shipments to the customer) by various means (mail, phone, EDI)
• Reporting in accordance with the KPI’s. Exemption Type Exempt (Salaried) Job Requirements

Key Competencies / Skills

Generic Standards

Good communication skills both oral and written ▪Initiative and strong sense for organization in order to meet customer requirements. ▪Good administrative skills and computer literacy ▪Stress resistant ▪Team player, but also able to work well independently ▪Able to work with different cultures Functional Standards

Dimensions / KPI’s

Key Interfaces