Senior Key Account Care Lead – Remote & Growth

OCEAN NETWORK EXPRESS (EUROPE) LTD. FILIAL I FINLAND; 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

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.