Customer Service Representative

The Nippon Express Group is one of the leading global logistics service providers whose Japanese corporation is headquartered in Tokyo. Our services range from air and ocean freight forwarding to cargo, removal services and warehouse operations. The company has numerous freight centers, warehouses and provides logistics services in over 45 countries on six continents with a global network of over 70,000 employees. The logistics focus is mainly on automotive and fashion industries, pharmaceutical products and further consumer goods. Within the past years Nippon Express has been on a continuous growth path in Belgium and we are looking for new talents to join our mission.

At Nippon Express Belgium, our Customer Service Representatives are the heartbeat of our operations. As a key player in the logistics process, you will assist in the coordination of import shipments via air, to prepare shipment files and coordinate any internal and customer inquiry and order in a sales-oriented manner.

Main tasks and responsibilities

• Direct contact via telephone and e-mail with customers with outstanding friendly service.
• Communicating any delays or irregularities to customers.
• Timely follow-up (within 24 hours).
• Maintenance of customer data.
• Providing the necessary information to provide the right service and to have the right information available.
• Contacting customers to provide /obtain additional information to enable a smooth collection of goods.
• Providing information and help out with invoicing to clients.
• Answering questions for tracking packages or collecting data to prepare a more complex flow of a document or package.
• Solve customer problems and help resolve issues.
• Escalate issues within the supply chain as necessary to expedite resolution.
• Proactively seek to identify root causes for issues and effect resolution.
• Promote good team work by maintaining good interdepartmental relationships.
• Perform admin tasks as directed by the team leader.
• Perform and assist in the billing process of the air import department : gather the info, make the invoices, follow up and report.

Requirements

• Familiar with a variety of the field's concepts, practices and procedures.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Good customer service and communication skills.
• Professional terminology in 2 foreign languages (ENG & NL) for contact with customers, customs and colleagues.
• Ability to work under pressure and under own initiative.
• Ability to prioritise.
• Multitasking skills.
• Attention to detail.
• Team player.
• Computer literate, with a good knowledge of Excel and eager for technological improvements.

Benefits

• Full-time contract, undetermined time
• Attractive salary package, including 13th month
• Meal vouchers and ecocheques
• Hospitalization insurance + group insurance
• Transport reimbursement according to CLA PC 226
• 20 vacation days + 6 ADV days + 1 NXB day after 3 years + 1 CLA day after 1 year
• Mobile phone + subscription
• Free coffee, tea, water, soup
• You will be part of a dynamic team
• Benefits Plan ("MyChoice")