Customer Excellence Specialist Automotive
Company: Hellmann Worldwide Logistics
Location: Austin
Posted on: June 25, 2022
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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
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