Customer Service Agent Export

at  Ceva Logistics

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.
We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.
DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

WHAT ARE WE LOOKING FOR?

Customer satisfaction is our top priority, which is why we are seeking a candidate who embodies empathy and patience – qualities essential for understanding our customers’ concerns and providing suitable solutions. In addition to these traits, you should possess strong problem-solving and decision-making skills that facilitate the effective resolution of customer issues. Your task- and solution-oriented mindset will enable you to work efficiently under pressure in a dynamic and fast-paced environment.

Furthermore, we have the following requirements:

• A minimum of 3 years of relevant experience in customer service in a dynamic and fast-paced environment;
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely;
• A good command of the English language;
• Being able to work in the office, so ensure you have reliable transportation;
• The necessary rights and permits to work in the Netherlands as CEVA Logistics does not sponsor visas or provides relocation assistance.

If you are a customer-oriented person who thrives in a dynamic environment and has a passion for delivering exceptional service, we invite you to apply for this exciting opportunity.

YOUR ROLE

We are looking for a motivated and customer-oriented Customer Service Agent for our Air Export department in Schiphol-Rijk. As the first point of contact for our export customers, you will play a crucial role in providing exceptional service and efficiently resolving questions and issues. The ideal candidate has excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences.

WHAT ARE YOU DOING?

As a Customer Service Agent, your key responsibilities are:

• Providing excellent customer service by promptly and professionally handling customer inquiries, issues, and complaints through various channels (phone, email, chat), following established procedures and service agreements (SLAs);
• Building and maintaining strong customer relationships, ensuring customer satisfaction and loyalty;
• Using active listening skills to understand customer needs and provide accurate information, recommendations, and solutions;
• Accurately and thoroughly documenting all customer interactions, transactions, and complaints in the designated customer relationship management system;
• Collaborating with the operational team to gather information, provide timely solutions, and escalate complex issues with customers;
• Meeting individual and team performance goals, including customer satisfaction ratings, response times, and resolution rates;
• Embracing change, finding comfort outside your boundaries in a fast-paced environment that requires quick thinking and action, and acting as a role model for colleagues.

You will work in a team with three other Customer Service colleagues. Your supervisor is the Customer Service Air Export Supervisor. Working hours are Monday through Friday, from 08:00 to 16:30 and from 09:00 to 17:30. At the start of your employment, you will work all days in the office. After your onboarding period and when you are performing satisfactorily, there will be an opportunity to work from home two days a week (for a full-time position, in accordance with CEVA policy).