Senior Customer Care Coordinator - Key Accounts

Ocean Network Express; Sint-Agatha-Berchem; Hybrid; EUR 42,000 - 54,000; Full time

Benefits offered by this job

26 Holiday days per year

Holiday allowance

End of Year Bonus

Lunch vouchers

Eco vouchers

Pension Plan

Hospitalisation Insurance

Occupational Disability Insurance

Possibility to work from home

Commuting and home-office allowance

Job summary

OCEAN NETWORK EXPRESS Europe Ltd. Filial I Finland is seeking a Customer Care Coordinator - Key Accounts to deliver frontline responses to queries from Key Account clients and uphold high service standards using Service Cloud.

You may handle import or export tasks or a combination based on location. You will collaborate with the Customer Administration team and Key Account Support, promoting self-service tools and ensuring compliance.

Qualifications

• Preferably 3 years of experience within shipping and senior-level capability.
• Strong, customer-centric communication and service orientation.
• Fluent in English (verbal and written).
• Subject-matter expertise in shipping operations and documentation.
• Proactive in resolving escalations and meeting deadlines.
• Ability to manage workload and plan daily operations effectively.
• Focus on continuous improvement and process optimization.
• Willingness to coach/mentor junior team members.
• Enthusiastic team player with collaborative mindset.
• Solid experience with Google Workspace; Salesforce is a plus.

Responsibilities

• Day-to-Day Operations: provide frontline responses to service queries and initiate solutions per SOPs via Service Cloud.
• Process & Quality Management: deliver premium service to Key Accounts and promote self-service tools while ensuring compliance.
• Communication & Collaboration: work with Customer Administration, Key Account Support, and Specialists and escalate cases appropriately.
• Digital Adoption: support digital tools and self-service platforms to enhance ONE's service capabilities.

Skills

Shipping operations knowledge

Communication skills

English fluency

Escalation handling

Workflow management

Process improvement

Mentoring teammates

Team player

Google Workspace

Tools

Google Workspace

Salesforce

Job description

Job Purpose & Primary Job Responsibilities

As Customer Care Coordinator - Key Acccounts you are responsible for providing frontline responses to queries and requests from 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 Service Cloud or other channels. In cooperation with the Customer Administration team and supported by ONE's growing range of customer self-service tools you contribute to a superior Customer Service experience overall for our Key Accounts. Depending on your location's set-up you may look after Import or Export-related tasks or a combination of both.

• 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 Service Cloud. Your role may cover a generic group of Key Accounts or you may be assigned to selected accounts. In order to succeed and meet agreed KPIs and quality standards you need to actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations. You may be in charge of export tasks exclusively or combination of both.
• Process & Quality Management: You are in charge of providing premium care and a consistently high service to ONE's Global / Regional / Local 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 Key Account Support and Key Account Specialists and elevate 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.

Required Skills and competencies

• Preferably 3 years of experience within shipping, demonstrating the ability to operate at a senior level
• Strong communication skills with a clear customer- and service-oriented attitude
• Fluent in English (both verbal and writing) is a must
• Possesses ample subject-matter expertise within shipping operations and documentation
• Demonstrates a strong focus on daily operational matters, acting as the primary go-to person for handling escalations and resolving complex cases
• Effectively manages workflow, prioritization, and operational day-to-day planning to ensure deadlines and service targets are consistently met
• Has a proactive mindset with a keen eye for continuous improvement and process optimization
• Provides reliable subject-matter guidance and coaching/mentoring to junior team members.
• Enthusiatic teamplayer
• Solid working knowledge of Google Workspace (Google Sheets, Google Docs) ; experience with Salesforce is a strong advantage.

What we offer

• Market based salary
• 26 Holiday days per year
• Holiday allowance
• End of Year Bonus
• Lunch vouchers
• Eco Vouchers
• Pension Plan
• Hospitalisation Insurance
• Occupational Disability Insurance
• Possibility to work from home
• Commuting and working from home allowance