Twill, Import Customer Care, Spain
The Maersk Group
Spain
hace 36 días

Damco is one of the world's leading third party logistics providers specializing in customized freight forwarding and supply chain solutions.

The company has about 11,000 employees working in more than 300 offices around the world and a global presence in about 100 countries.

Damco is part of the Maersk Group. More information about Damco can be found on www.damco.com.Damco had a net turnover of USD 3.

2 billion, managed 2.8 million TEU of ocean freight and supply chain management volumes and air freighted more than 225,000 tonnes.

Twill is a Damco global initiative. Born out of a desire to simplify shipping with the customer at the helm, Twill is a digital freight forwarder that enables customers to book, manage and monitor shipments at the click of a button from quotation and documentation right through to delivery.

With Twill, shipping has never been simpler. Drawing on the industry expertise of our partner company Damco, Twill’s agile approach means that we can be responsive as the market continues to evolve.

Our ambition is to create the freight forwarding solution of the future together with our customers.

Join us today to help build that future.

We offer

  • You will have a unique opportunity to be part of a new Customer Care team, taking a different approach to outstanding customer service using new digital tools
  • You will be the proud frontline (local customer care) of Twill and own all customer-facing contact in the process. This includes sharing their voice in terms of giving feedback for product improvements to the tech team
  • You will be part of a truly global team with customer care sitting in UK, Spain, Poland, Czech Republic, China, Indonesia, and Vietnam. More countries joining!
  • You will help drive continuous process improvements related to customer service and operations and own the customer facing process
  • You will be part of one of the key strategic initiatives from the DAMCO strategy
  • Key responsibilities

  • Owner of Twill’s customer care process
  • Responsible for world class exception handling towards our customers
  • Responsible for retention of our customers through customer (consignee or shipper) follow up and feedback
  • Be the first line of support for our customer facing site and escalate to the technical team as appropriate
  • End-to-end responsibility for the satisfaction of our customers
  • Coordination with DAMCO Operations teams as relevant and necessary, building relationships that generate swift responses and a co-
  • creative approach to problem solving

  • Manage capacity always to ensure customer (consignee and shipper) needs are met or properly managed
  • Take ownership and show initiative to achieve results : build and maintain strong relationships with our users
  • Own and use the end to end ticketing process, analyze the problem(s) at hand thoroughly and prioritize them
  • Engage all relevant stakeholders as appropriate (functional or technical) and make sure that follow-up is handled successfully
  • Support the continuous development of the Twill platform, through the introduction of the customer feedback and the monitoring thereof (and the customer care KPIs)
  • Create and implement opportunities for process improvements to the way we work and take ownership of decreasing the time it takes to manage shipments.
  • We are looking for

  • Undergraduate degree from a top tier university in business / economics related studies. Alternatively, other academic and customer driven fields complemented by a proven track record in customer experience
  • You have a demonstrated a deep understanding of and experience in the logistics industry
  • You have a proven track record in customer service
  • You love solving complicated problems for customers and you love optimizing processes
  • You have effective communication skills, appropriate for all levels within the business, always ensuring content is accurate and accessible for your colleagues and customers
  • You have the ability to listen attentively and to use information provided by your local customer care colleagues to channel feedback to Product in order to continuously optimize our customers experience on Twill
  • Fluent (Native spoken & written) level of English
  • Personality : Empathetic, Extrovert, Problem solver, Love for great service, Can-do-attitude, Pragmatic and solution oriented, Outstanding at process optimisation, Able to create trust, Fast moving, Results driven, Detail oriented, Team player
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