Job description
Job Title: Sea Logistics Customer Care Specialist
Department: Sea Logistics
Location: Basra, Iraq

Role Synopsis:
The Sea Logistics Customer Care Specialist plays a key role in supporting customers by providing accurate information, addressing inquiries, and resolving concerns
This role is accountable for delivering excellent service to both internal and external stakeholders. Additionally, they manage a personal portfolio of house accounts as an account owner, maintaining strong customer relationships and driving engagement.

Key Accountabilities:

• Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care Center (OCC) to establish and strengthen operational relations with customers
• Establish and strengthen operational relation to customer contact(s) through daily interactions, regular visits, pro-actively advising to ensure customer satisfaction
• Ensure that all existing customers are called regularly and all emails are handled as KN Service Moments cases
• Ensure all interactions are logged in CRM system (CoreLog)
• Ensure delivery against all financial targets and strategic objectives
• Ensure prompt pricing and manage end-to-end spot quotes, and capturing of all rebates in SeaQuote
• Support customers in increasing their automation of customers using the eTouch Automation dashboard, in collaboration with the OCC
• Ensuring high proficiency in KN applications and eTouch tools through training empowers our CCL to effectively offer these tools to our customers
• Completion of the Customer Profile (CP), (Business Profile) and Standard Operating Procedure (SOP) after the initial customer meeting
• Monitor exceptions through the CCL Dashboard and identify process improvement opportunities
• Monitoring customer profitability and maximize Gross Profit (GP) on customer level
• Identify financial risks and collaborate with stakeholders to develop mitigation strategies so to ensure that customer profitability does not decline
• Monitor and follow up on accounts receivable overdue aging so to raise with the customer and ensure bad debts are minimized.

Criteria & Qualifications:
Essential:

• Strong collaboration skills and team-oriented mindset
• Initial expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycle
• Advanced communication skills with the ability to convey ideas effectively to different stakeholders
• Highly customer-oriented mindset, focused on delivering solutions that meet changing needs
• Openness to change and continuous improvement efforts to enhance processes and customer satisfaction
• Proactive and solutions-focused with a focus on optimizing customer experience
• Experience in freight forwarding desired, ideally in Sea Logistics
• Initial experience in decision making and problem-solving skills
• First experience in financial acumen and decision-making
• Fluent in local language and advanced English proficiency (written and verbal)
• 3-5 Years ox experience

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.