Customer Excellence Specialist Automotive

Company: Hellmann Worldwide Logistics
Location: Austin
Posted on: June 25, 2022

Job Description:

As a Customer Excellence Specialist - Automotive (CES-A), you will be responsible for providing a select number of Hellmann's VIP customers with world-class customer service. This ranges from answering shipment-specific queries to supporting the broader commercial and operational team with specific projects and operational tasks, such as reporting, continuous improvement, and supply chain analysis. Additionally, the CES-A serves in a "boots on the ground" fashion, building and maintaining local relationships with transportation vendors (truckers, warehouses, etc.), airlines, customs, ports, etc., and is an able step to support the Control Tower operation with shipment execution. ESSENTIAL DUTIES AND RESPONSIBILITIES: Support customers with shipment-level tracking and tracing, transport plan optimization Proactive advice and consultation with VIP customer(s) to ensure satisfaction In-depth business process and supply chain analysis to identify weak points and opportunities for improvement Monitor Key Performance Indicators (e.g., logistics spend, transit time, on-time performance) to ensure Hellmann is providing the agreed-upon service level Serves as an "early warning" system, identifies issues, and works to provide an optimal outcome Collaborate with the Customer Care team to prepare and execute regular business reviews Address and escalate service and other customer concerns until an acceptable resolution is achieved When warranted, processes air and ocean import shipments, including: Job costing (revenue/cost) Pre-alert Commercial document check and handover to broker, or own customs brokerage team Pays terminal charges and confirms AMS information and customs clearance status Schedules and monitors airport transfers and requests delivery to the final consignee Creates broker arrival notices for internal or external broker Completes customer and intercompany billing as well as coordinates billing discrepancies Archives of all shipment-related documents Contributes to the implementation of department procedures to maximize productivity Assigns tasks as required to internal departments Confirms the availability and validity of customer spot or contract rates including routing and directs all rate inquiries to the pricing department when applicable Support maintenance, update, and enforcement of global Standard Operating Procedures (SOPs) Owns complaint management and works proactively to resolve Creating, refining, and reviewing customer-facing and internal reports to drive operational excellence Develop and maintain in-depth knowledge of customer's business and supply chain requirements Support Control Tower team Functions as an intermediary between customer and Hellmann organization Facilitates corrective actions Liaison for counterparts in other Hellmann regions, driving process adherence, and customer service excellence Other duties as assigned SUPERVISORY RESPONSIBILITIES This position does not supervise any direct reports. Job Requirements:QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. -The requirements listed below are representative of the knowledge, skill, and/or ability required. -Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - EDUCATION AND EXPERIENCE: Associate's degree (A.A.) from a two-year college or technical school or equivalent work experience, or equivalent combination of education and or on-the-job education in logistics or related field(s). At least two years of experience in an operational role in freight forwarding or logistics Excellent skills in the areas of: Listening Data analysis and presentation Verbal and written communication Ideal candidate will have a strong commercial drive and is comfortable presenting and interfacing with a demanding customer Proficiency in MS Office CargoWise 1 experience is preferred Fluency in English, additional languages are preferred KNOWLEDGE, SKILLS & ATTRIBUTES Financial acumen Results-oriented - drives strategy and execution Leadership - demonstrates professionalism Customer-focused and aptitude for Sales Organization skills Time management and prioritization Adaptable/flexible to the high-pressured environment Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Email, and Internet - Strong written and verbal communication skills in English to present information to internal customers and management in a professional setting Multiple languages an advantage, but not required Analytical skills / problem-solving ability Presentation skills Knowledge of Hellmann products, and Partner network preferred PHYSICAL DEMANDS Frequently required to stand, and walk Regularly required to sit for extended periods Regularly uses arms to reach, hands and fingers for computer and phone use Speaking clearly and listening for heavy phone contact Requires close-up and computer screen distance vision ability The position may require sporadic domestic and/or international travel Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT - The work environment characteristics are similar to those of an office setting with various office equipment. - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Keywords: Hellmann Worldwide Logistics, Austin , Customer Excellence Specialist Automotive, Professions , Austin, Texas