Ocean Customer Management Specialist

DB Schenker; British Columbia; On-site; CAD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking logistics network where you can make a real impact! In this role, you will ensure the smooth movement of ocean freight shipments while enhancing customer satisfaction and loyalty. Your proactive approach will help identify operational issues and explore upsell opportunities, driving both customer success and revenue growth. With a commitment to diversity and equity, this company values your unique contributions and offers a collaborative environment where you can thrive. If you're ready to take your career to the next level in a dynamic industry, this opportunity is perfect for you!

Qualifications

• 1-3 years of experience in freight forwarding and customer service.
• Excellent communication skills and digital literacy are essential.

Responsibilities

• Ensure timely movement of ocean freight shipments and manage customer communication.
• Identify opportunities to increase revenue and resolve operational issues.

Skills

Freight Forwarding

Customer Service

Communication Skills

Digital Literacy

Critical Thinking

Education

Bachelor's Degree in Business or Logistics

Tools

TMS (Tango)

CRM (SalesCloud)

Job description

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives, and skills. Together as one team, we are Here to move.

Role Summary

This role ensures the accurate and timely movement of ocean freight shipments, to and from specific locations within the service standards agreed with the customer. Handles all customer-facing communication to optimize our business and shipment-related internal communication between/with DB Schenker stakeholders. Provides customers with proactive exception management in case of service quality deviations, including follow-up and problem resolution. Understands the customer's business, current shipments, statistical and financial status, and proactively works to identify and resolve operational issues and risks. Identifies and acts on opportunities to increase revenue by offering additional services or forwarding potential sales leads to the appropriate sales resource.

Principal Responsibilities

1. Increase customer satisfaction and loyalty, maximize shipment profitability, and decrease operating expenses.
2. Manage market updates and support on market disruptions.
3. Obtain customer approval for accessorial charges in real-time and explore upsell opportunities (involve Sales Team as applicable).
4. Ensure ocean export rate cards are filed with the FMC once approved by the customer.
5. Explore new business opportunities with existing SME customers.
6. Confirm all ocean freight rates are current before processing and obtain necessary approvals.
7. Create offers and pricing for ocean freight solutions for current customers.
8. Administer quotations to potential and current customers and follow up accordingly.
9. Maintain customer and business opportunity information in Schenker's CRM (SalesCloud).
10. Support new customer onboarding and update customer SOPs/guidelines.
11. Participate in customer visits, QBRs, and growth efforts as directed.
12. Collaborate with Trade Operating Centers to ensure timely and profitable shipment bookings.
13. Respond promptly to customer inquiries and proactively communicate updates.
14. Participate in training to enhance skills and product knowledge.
15. Identify and act on opportunities to increase revenue or generate sales leads.
16. Assist with AR/billing issues and ensure valid quotations are in place.
17. Obtain shipping volume forecasts and monitor deviations.
18. Generate operational reports and ensure compliance with KPIs.
19. Maintain and grow existing SME customer volumes to meet targets.
20. Provide alerts for potential new business or risks to management.
21. Resolve customer claims and complaints.
22. Organize sales activities for assigned accounts and conduct credit checks.
23. Handle pre-shipment follow-up and booking requests, ensuring alignment with service agreements.
24. Coordinate communication between customers, shippers, and export/import teams.
25. Manage customer documentation and facilitate customs and booking processes.

Technical Skills (Hard Skills)

1-3 years of experience in freight forwarding, operationally and in customer service. Excellent communication skills, digital literacy, and familiarity with TMS (Tango) and CRM (SalesCloud) are preferred.

Interpersonal Skills (Soft Skills)

Professional conduct, high empathy, adaptability, critical thinking, teamwork, and a solution-oriented approach are essential.

Accommodation and Commitment to Equity

Schenker of Canada is committed to equitable hiring practices and providing accommodations for applicants with disabilities during the recruitment process.