Ocean Customer Management Specialist

Manager, Ocean Business Development

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives, and skills. Together as one team, we are Here to move.

*Candidates must live within 30 minutes of Charlotte, NC

• Must have Ocean Freight Forwarding - LCL and FCL experience.

Job Overview

• Act in a manner which increases Customer satisfaction and loyalty, maximizes shipment profitability and decreases operating expenses
• Manage regular market updates and immediate support on market disruptions
• Responsible for getting customer approval for accessorial charges in real time.
• Explore upsell opportunities with the Shipper / customers (involve Sales Team - as applicable)
• Ensure that ocean export rate cards are filed with the FMC once the customer approves the rate card (if applicable).
• Explore new business opportunities with existing SME customers (e.g. new trade lanes or LCL business)
• Confirm all ocean freight rates are up to date before processing and obtain approval from customer or our destination offices.
• Creating offer and pricing for solutions covering ocean freight services for current Customers through internal pricing and trade channels
• Administrative activity of delivering quotations to potential and current Customers
• Follow-up with potential and current Customers about quotations made
• Request involvement of Sales Team for additional follow-up actions on quotations made
• Maintain information and new business opportunities in Schenker's CRM tool (SalesCloud) for relevant accounts for visibility purposes
• Comply with internal requirements and KPIs defined for the CRM tool (SalesCloud)
• Support new customer onboarding process
• Update, maintain & execute customer SOP's / guidelines
• Support and attend occasional customer visits and QBR's as required / directed by local Management
• Actively participate in growth efforts planned by the Sales organization for specific market opportunities and focus area
• Collaborate with various Trade Operating Centers to ensure shipments are booked, monitored, and scheduled for timely pickup profitability level as planned.
• Promptly respond to customer’s emails, calls, inquiries on timely fashion Proactively update customers on pending issues/concerns/inquiries
• Participate in necessary trainings on skills/product knowledge/market updates/system and process updates
• Identifies and acts on opportunities to increase revenue by offering additional services or forwarding potential sales leads.
• Assist with AR/billing issues for assigned accounts by working with TOC/billing team for resolutions
• Ensure valid quotations are in place
• Continuously obtain adequate shipping volume forecast information from Shipper and relay information to Operations Team and Destination Office
• Measure Award vs Actual volume and understand the deviations
• Generate operational reporting for Customer - as applicable Ensure compliance with Customer specific KPI's - as applicable
• Ensure sustainable retention and growth of existing SME customers in terms of volumes in line with annual targets set
• Provide alert for potential new business / or any existing business in jeopardy to management internally
• Resolution of formal customers claims and informal complaints
• Steer and organize sales activities for assigned, existing 'SME' accounts (as assigned by local Management) Initiate credit check for Shipper/Customer and follow up on credit issues with Finance Team Export only:
• Handle continuous pre-shipment status follow-up with shipper and inform Destination office - as applicable
• Qualify booking request details against customer service agreement and current market conditions
• Request and receive pickup instructions from Shipper and relay to Operations Team
• Capture Shipper's booking request in TMS (TANGO) for file creation
• Facilitate communication between Customer and Export Customs Team - as applicable
• Receive and/or upload relevant Customer documents to digital archive (ODM) Import only:
• Receive customer booking and qualify booking request details against customer service agreement and current market conditions
• Approve booking to origin office, provide correction instructions to booking as necessary
• Facilitate communication between Customer, Shipper and Origin Export Team - as applicable
• Handle continuous pre-shipment status through follow-up with origin office

What you need to succeed (Qualifications, experience, skills, attributes)

• Details/Specification/Explanation of the role specific skills: Technical Skills (Hard Skills)
• Knowledgeable in freight forwarding, both operationally and in customer service (Industry expert)
• Excellent oral and written communication and language skills, must be able to do personal phone and video calls with customer (communication skills)
• Digital awareness and capability to apply modern multi-channel customer service (Digital Media skills)
• Apply standardized practices and carry out customer’s specific requirements noted in the customer’s SOP (Organizational skills)
• Ability to monitor business and analyze processes with data tools for continuous improvement (Analytical skills)
• Able to align company business goals with client’s goal for retention and growth (development skills)
• Tango TMS knowledge is preferred Salescloud CRM system knowledge would be a bonus (System advantages) Interpersonal Skills (Soft Skills)
• Professional conduct and strong work ethic at all time (Professionalism)
• Positive personality with a high level of empathy, good listener and helper mentality (Personality)
• Must be able to adopt to changing situations and provide a flexible customer service (Flexibility/ Adaptability)
• Critical thinking and problem solving to drive solutions (Solution focused)
• Strong interpersonal and collaborative skills to work in team environment (Teamwork) We are an equal opportunity employer.

This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts the Company’s right to assign or reassign duties and responsibilities to this position at any time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Why You’ll Love DB Schenker

• Many of our jobs come with great benefits-including healthcare, ways to save for the future, and opportunities for career advancement.
• Career Advancement. We’re strong believers in continual training and development for our people. After all, your success is our success
• Your Safety is important to us, so we will provide protective gear
• Health Advocacy support for you and your family
• Employee discounts
• 401(k) option

How to Get Started

• You can begin by applying above or visit us at https://dbschenker.com/global/careers
• Stay Connected With Us
• Twitter: @DBSchenkerUSA

Linkedin: www.linkedin.com/company/dbschenker/

• Facebook: @DBSchenkerAmericas
• Visit our Blog: www.nowthatslogistics.com

DB Schenker is committed to a diverse and inclusive workplace. DB Schenker is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.