Customer Service

3 weeks ago

Pune Maharashtra, India C.H. Robinson Full time

The Senior Global Forwarding Agent (GFA) is responsible for managing and operating the shipment lifecycle for complex and strategic accounts. They are a role model of global forwarding operational knowledge, experience, hard work ethic, supporter of business goals and objectives with excellent customer service skills and professionalism.

**DUTIES AND RESPONSIBILITIES**

The duties and responsibilities of this position consist of, but are not limited to, the following:
**Maintain Operational Excellence**:

- Understand the processes, documentation, and terminology involved in international shipping from time of purchase order issuance through the delivery of the cargo
- Understand and input applicable financial components of shipments to generate correct billing for customers
- Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre-alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.
- Create, maintain, and update shipments in Navisphere, ensuring accurate data
- Provide complex quotes based on needs of network
- Coach and train others on pricing strategies
- Provides track and trace service to customers and generates shipment documents
- Ensure a high-level of data integrity within the shipments: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.

**Facilitate Relationships**:

- Builds great relationships with customers, responding timely and following up on issue resolution
- Communicate clearly, timely, and effectively with Customers/Agents, CHR offices, and Outside Vendors
- Lead by example when it comes to customer outreach, retention, and expansion
- Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives
- Work effectively in a team environment and collaborate cross-functionally, building relationships with account management identifying client by identifying and proposing process improvement and/or consultative leads
- Monitor customer shipments trends and its impact to our processes and operations

**Other Activities**:

- Ensure customer SOPs are maintained and adhered to
- Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue
- Provide support to Sales Executives and Account Managers for customer reporting
- Other duties or responsibilities as assigned according to the team and/or country specific requirements

**QUALIFICATIONS**

Required:

- Minimum 3-5 years of Global Forwarding industry experience
- Advanced proficiency in Microsoft Office Suite of programs
- Site Specific: Fluent in English (written and verbal)

Preferred:

- Associate’s or bachelor’s degree from an accredited college or university
- Knowledge or coursework in Supply Chain, Logistics, or International Business
- Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)
- Strong prioritization, multi-tasking skills, and high level of flexibility as priorities and needs change daily
- Proactive, ambitious, hardworking, and analytical mindset
- Excellent written and oral communication skills
- Ability to work in a fast-paced and deadline-driven office environment
- Proven track record of dealing with customers and being client focused
- High level of attention to detail and ability to execute with 95% or higher monthly audit compliance and mínimal unbillable charges
- Site Specific: Fluent in the local language
- Site Specific: Ability to speak multiple European languages
- Site Specific: Knowledge and experience with customs procedures and formalities (customs clearance, bonded transports)
- Values a diverse and inclusive work environment

**Your Health, Wealth, and Self**

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

- Group Mediclaim Policy (GMC)
- Group Personal Accident (GPA) policy
- Covid-19 related coverage and reimbursement
- Employee State Insurance Corporation (ESIC)
- Group Term Life (GTL) Insurance Plan for employees
- Employee Stock Purchase Plan (ESPP)
- Investment Declaration & Flexi Benefit Plan
- Variable Pay based on position
- Flexible work arrangements
- Paid Privilege, Casual and Sick Leaves
- Paid Maternity & Paternity Leaves
- Paid Compassionate Leaves
- Paid Public Holidays
- Paid time off to vote
- Reward & Recognition Program
- Wedding Allowance
- Special Mobility Assistance
- Employee Wellness Initiatives
- Plus a broad range of career development, networking, and team-building opportunities

**Equal Opportunity Statement**

**Why Do You Belong at C.H. Robinson?**:
Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex

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