Customer Service Agent

A well-known logistics and transportation company is looking for a Customer Service Agent in Barcelona

As customer service representative you are building long-term and stable relationships with customers and carriers, always in accordance with company norms, values and agreed service level. You are energetic and customer oriented, contributing to highly satisfied customers and challenging carriers to deliver the best possible performance.

Responsabilities:

• Monitoring and ensuring compliance with Service Level Agreements (SLAs)
• Handling complaints • Advising on the development of SLAs and SOPs
• Staying fully informed about operational performance using dashboards and taking actions when required based on the indicators (On time delivery, On time pickup, GPS availability)
• Reviewing issues with your team and proposing improvements to Operational Account Manager
• Escalating unsolvable incompliances and complaints to responsible Operational Account Manager, Customer and Carrier management teams

Taks:

• Act as first line of support for carrier and customer questions and escalations about already placed orders
• Communicating additional costs to the customers like waiting hours or cancellation fees
• Documenting complaints and working on improvement plans with the QSC team

Education level:

MBO level (or equivalent), preferably in customer service, logistics, or a related field Education: Customer service, commercial, or logistics-oriented education is preferred

Experience:

Experience in a customer service role, preferably within logistics or transport, is an advantage

Additional requirements:

• Strong communication and interpersonal skills
• Customer-focused mindset with a service-oriented attitude
• Ability to build and maintain strong relationships
• Good organizational and problem-solving skills
• Ability to work under pressure and handle multiple tasks
• Proactive and solution-oriented
• Experience with TMS, CRM systems, or dashboards is a plus
• Good command of English (additional languages are an advantage)
• Team player with a flexible and hands-on mentality