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Position:Space Control & Transshipment SupervisorJob Purpose:This role is responsible for driving customer satisfaction through solid relationship building, ensuring strict compliance with SOPs to mitigate financial risks, and contributing to operational excellence by leveraging e-commerce tools and innovative insights to enhance overall performance.Main responsibilities and assignments:Be the focal point for customer attendance, supporting all customer’s requests or direct them to the correct picBuild solid relationship with your customers portfolio to provide best solution on their case managementsWork as a team to collaborate with the general demand, proposing changes & best practices among othersBe part of the innovation of the company, contributing with insights and ideas on how we can have better performanceEnsure fast return to cases by analyzing manuals and SOPs to ensure correct handling of customer's requestsFollow strictly SOP’s to guarantee correct treatment of customer request in timeEntry point between customer, terminals, agents, offshore and origin offices to ensure requests are correctly handledAnalysis of customers request and instruct correctly about fine risks to all parties involved in process (internal and external)Docusign handle and control of LOI's receivedNeeds to be available at dialpad during working hoursCustomer orientation on e-commerce toolsSupervision of a team of 4 analystsDegree and specific knowledge:Completed Bachelor's degree (Business Adm/International Trade or similar)Advanced English - essential for seamless communication with customers and origin portsIntermediate Spanish (desirable) - for communications with Latam employeesPrevious experience with customer service importOcean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.At Ocean Network Express, we strive toward high-level results for all our employees and pride ourselves on identifying opportunities for internal movement and advancement of proven talent. If you’re interested in a career in the global transportation industry and are looking for growth and advancement opportunities, we encourage you to apply. We enjoy meeting candidates who are persistent in their own professional development.
