Multimodal Customer Service Team Leader CERNUSCO SUL NAVIGLIO

Multimodal Customer Service Team Leader
Cernusco sul Naviglio
Lombardia, CERNUSCO SUL NAVIGLIO

Company Description Samskip is one of the leading transport companies in Europe, handling thousands of international shipments weekly. With a presence in 24 countries across Europe, North America, Asia, and Australia, we're at the forefront of sustainable, multimodal logistics solutions. Our team is dedicated to enhancing the customer experience while driving innovation in the transport sector.

Job Description Overview Are you interested in a role that involves assisting customers with their transportation needs across various modes? As a Multimodal Customer Service Team Leader, your primary responsibility is to ensure customer satisfaction by providing excellent service. You'll handle inquiries, resolve complaints, offer information on routes, support multimodal operations, ensuring that customers receive their shipments efficiently and promptly, optimizing the entire process of collection and delivery on Italian territory.

The Customer Service team leader will report to Sale & Customer Service Manager.

Job Duties and Responsibilities: Answer phone calls and emails from customers seeking assistance with transportation-related issues. Coordinate the Customer Service team on daily activities, set objectives, monitor the target volume assigned and schedules ensuring high-level customer support. Provide information on routes and schedules for different modes of transportation. Respond to customer complaints and concerns promptly and efficiently. Serve as the primary liaison with Sales, Customer Service, and Operations teams. Prioritize orders and adjust schedules to meet customer priority requirements. Ensure efficient scheduling and routing to achieve on-time, in-full (OT) delivery. Deliver cost-effective customer service while meeting customer expectations and requirements. Coordinate with other departments to resolve customer issues. Process bookings, reservations, and cancellations following established procedures. Assist customers in making transport arrangements, including suggesting alternative routes and modes of transportation to guarantee the best transport solution. Maintain accurate records of customer interactions, including complaints and resolutions. Provide feedback to management on trends in customer inquiries and concerns. Continuously improve knowledge of transportation systems and services. Adhere to company policies and procedures, including privacy and confidentiality guidelines. Experience and Education Requirements: High school diploma or equivalent. Relevant and solid work experience in customer service in Multimodal or Logistics. Excellent communication skills (both written and verbal). English language B2 or equivalent. Strong problem-solving abilities. Positive attitude and willingness to learn. Additional Information Why Samskip? At Samskip, you're more than just a cog in the machine. You'll be part of a collaborative, innovative environment that values professional growth and development. We offer a range of learning opportunities, from hands-on experience to courses available through our e-learning platform. And we believe in having fun while we work—whether it's enjoying company events, casual after-work drinks, or simply benefiting from a healthy and vibrant workplace.

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