Customer Service Specialist

hace 1 semana

Provincia de Colón, Panamá DSV A tiempo completo

Número de solicitud de trabajo: 49975
Tipo de jornada: Full Time

**Misión del puesto**

Garantizar un servicio de calidad y atención a todos nuestros clientes de manera constante; siguiendo los lineamientos y KPI’s indicados en los SOP’s y/o procedimientos estipulados para el manejo sus embarques diarios.

Manteniendo siempre el apego al código de Conducta y Lineamientos de la organización en la comunicación hacia sus clientes internos y externos.

**Funciones del puesto**
- Atender llamadas, entablar buenas relaciones con sus clientes (internos y externos) y dar asesoría en las diferentes fases de las coordinaciones de embarques.
- Una vez obtenida las órdenes y pedidos de clientes o agentes en Origen iniciar coordinación con los diferentes orígenes y/o destinos involucrados.
- Validar la creación de Cuentas antes de la llegada o salida del embarque para todos los clientes nuevos
- Revisar con origen y ventas cualquier discrepancia entre la cotización recibida y los costos establecidos por origen o destino (MSR = minimun selling rate).
- Obtener antes del despacho del embarque los documentos necesarios para la tramitación de la carga como por ejemplo: AUPSA, Cuarentena, Certificados de Origen, etc.
- Confección de documentos para el transporte terrestre de carga: carta porte y documento DUCA-T.
- Dar seguimiento a cada coordinación desde origen hasta su llegada y/o entrega en destino.
- Encargado de la confección de reportes diarios, semanales y/o mensuales para clientes que así lo requieran.
- Facturación de los embarques antes de la llegada o despacho de la mercancía y según los KPIs establecidos
- Coordinar con los Coloader o OCS los embarques LCL (cuando aplica) y dar seguimiento de los mismos hasta entrega a los clientes
- Analizar y revisar la rentabilidad de cada embarque y escalar cualquier desviación fuera de lo establecido
- **_Brindar sugerencias que conlleven al mejoramiento del desempeño organizacional en lo que respecta a la salud y seguridad ocupacional y ambiente **_

**Autoridad del cargo**
- Escalación oportuna y correcta de problemas

**Conocimiento de la Industria y el Mercado / Requisitos Funcionales**
- Conocimientos generales en aéreo /marítimo/transporte terrestre internacional.
- Conocimiento del mercado y la competencia.
- Comprensión de los principios y lenguaje del negocio incluyendo lo relacionado con finanzas y profitabilidad.
- Comprensión Global de los procesos del negocio y sus interacciones.
- Experiência en el área de atención al cliente

**Habilidades y Competencias**

[Competencia de Liderazgo]
- Habilidad para comunicarse de manera abierta, transmitir confianza
- Habilidad para influir y convencer al personal para obtener aceptación y acuerdos
- Habilidad para dar forma a las conversaciones que garanticen la atención y la comprensión del objetivo.
- Escucha efectiva.
- Participa en retroalimentación constructiva
- Habilidad para presentar clara y consistentemente información de forma oral y escrita.

[Competencia de Negocio]
- Incoterms
- Conceptos de facturación
- Conocimiento de Aeronaves, Buques y Contenedores.
- Familiarización con las estrategias del negocio.
- Habilidad para concentrarse en identificar y satisfacer las necesidades de los clientes actuales y futuros.
- Proveer alternativas y óptimas soluciones a los clientes.
- Habilidad para establecer negocios exitosos a largo plazo con clientes internos y externos.
- Habilidad para trabajar bajo presión y apretados tiempos de entrega

[Competencia Personales]
- Credibilidad
- Integridad/ honestidad
- Iniciativa
- Actúa como un modelo a seguir en valores corporativos adhiriéndose al código de conducta.
- Alta energía y resistencia
- Ser auténtico, cercano, abierto y honesto.

**Formación Profesional / Experiência Laboral**
- Nível Universitario, en área de Comercio Internacional, Logística, Administración Portuaria, Mercadeo, Ventas y cualquier otra a fin.
- Experiência de 1 a 3 años en las áreas de: Atención al Cliente, Tráfico de Exportación.

**Idiomas**
- Lenguaje local fluido (Español Verbal y Escrito).
- Inglés Intermedio (Requisito no excluyente)

**Sistemas**
- Manejo de Microsoft Office (Word, Excel, Outlook)
- Citrix
- CRM
- CARGOWISE (CW1)

**DSV - Transporte global y logística**

DSV es una de las empresas con mejor desempeño en la industria del transporte y la logística. 75,000 empleados en más de 90 países trabajan apasionadamente para brindar excelentes experiências al cliente y servicios de alta calidad - como parte de la operativa o en otros roles de soporte. Si tiene impulso y talento y disfruta de la responsabilidad, le brindaremos el apoyo que necesita para explorar su potencial y avanzar en su carrera.

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