Customer Experience Agent

Description:

Customers

• Process customer’s orders in accordance with SOP’s and SLA, preferred digital – Inbound and Outbound
• Own and maintain a life customer response desk by phone, email and other communication tools
• Handle required paperwork related to customer’s operations, MLP services
• Update and manage proof of delivery in the system and upload to customer websites where required
• Provide reports to customers
• Answer customer’s queries related to storage, delivery, general processing and special instructions.
   

Operational Excellence

• Interface with Operations to ensure operational readiness for all incoming and outgoing transactions.
• Update and monitor the systems for all account activities to ensure accuracy, completeness and condition/status of shipments.

Product

• Communicate with Management about ideas and solutions for continuous improvement
• Communicate with Management about any concerns and/or issues related to customer quieres that may the service quality and execution.