Ocean Network Express
Customer Care Coordinator - Key Accounts - Import
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Purpose & Primary Job Responsibilities
As Customer Care Coordinator - Key Accounts - Import, you are responsible for providing frontline responses to queries and requests from clients and escalations for our Key Account clients. You take care of a consistently high service-level by providing prompt resolutions for service issues that are brought to you through our ONE communication tool 'Service Cloud' (Salesforce/Case Management) and other channels. In cooperation with our Customer Administration team and supported by ONE's growing range of customer self-service tools on our website, you contribute to a superior Customer Service experience for clients and specially for our Key Accounts.
Day to day operations
- You provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through the Service Cloud communication system.
- To succeed, meet agreed KPIs and quality standards you need to actively keep abreast of sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations.
Process & Quality Management
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
- You are in charge of our clients and providing premium care and a consistently high service to ONE's Key Accounts.
- You aim at scaling quality service with our growing range of 'tech enablers' and self-service tools, promoting these to our Key Accounts as suitable. Keeping up to date on the relevant self-service and e-commerce tools will therefore be vital.
- You ensure compliance with company rules and regulations on all processes and transactions.
Communication & Collaboration
- Ensure good collaboration and communication within departments and across.
- Work closely with the Customer Administration team as well as our Sales Teams and escalate cases in a timely and professional manner whenever appropriate.
- Communicate effectively with customers and advise them in a reliable and professional manner.
Digital adoption
- Support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable.
- Seek ways to apply ONE's tech enablers to your area of specialisation increasingly.
Other Responsibilities
- Enhance service to customers by making sure that all KPI’s and Standard Operating Procedures are met or followed, actively improve effectiveness and productivity.
- Ensure correct invoicing and full cost recovery in order to optimize revenue.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
LOCATION
This is a local position based in the Rotterdam Agency Office.
Required Skills And Competencies
- Preferably 1-2 years of work experience within shipping
- Strong communication skills, customer- and service oriented
- Flexibility and creativity in problem solving
- Good knowledge of Google Workspace and preferably Salesforce
- Articulate, clear oral and writing communication skills in English and Dutch
- Enthusiastic team worker
What We Offer
- Market based salary
- 26 Holiday days per year
- Holiday allowance
- 13th month
- Pension: a defined contribution paid by Employer and Employee
- WIA and WGA-gap insurance fully paid by ONE
- Collective Health Insurance
- Commuting and Working from Home Allowance
The successful completion of a pre-employment screening via Valicare is a mandatory requirement for this role and a condition of starting employment. A positive outcome is essential for the continuation of the employment relationship.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location