Operations & Customer Service Executive

• Collaborate with colleagues around the world in order to deliver the best possible customer service experience
• Work equally for the shipments of other offices as for your own. All our shipments were ordered from a World Courier customer
• Identify & assess customers needs to achieve satisfaction, delivering tailored solutions and a personal touch
• Take care of any customer complaint to ensure their positive and efficient resolution, always looking for the best solution
• Generate sales leads and collaborate with sales on the development of potential and existing accounts
• Use our information- and decision making tools to leverage the best solutions, like The HUB, SharePoint, Combinado, JetStream, SAP, etc.
• Calculate transit-times, select routings by deciding on a single or a combination of transportation-types
• Raise jobs in our Transport Management System (TMS) and update continuously to adapt to changing requirements
• Dispatch drivers (pickup / delivery / recovery / tendering) for shipments
• Check collected shipments in the office and prepare them for transport according to World Courier procedures
• Book and pre-advise shipments, monitor shipments during the transport and react flexibly to any deviation from the plan
• Continuously check the notes in TMS and handle pre-advised shipments
• Edit and maintain jobs in TMS
• Check the planned departure or arrival times of flights (“Post Flight Check”)
• Ensure continuous and close contact with clients on relevant updates
• Use and maintain all available technical tools (TMS, Omni, Sales Force, Flight Monitor, Jetstream)
• Maintain clinical trials using Omni (study management)
• Support the management of the store-room (packaging, supplies, cooling-media, etc.)
• Builds and maintains relationships to contractors / transporters (airlines, handling agents, the Rail, customs, government agencies, veterinarians, suppliers, etc)

• Advanced skills in Microsoft Office (Excel, Word and PowerPoint)
• Polish language - Native/Advanced level - is mandatory
• English language - Advanced level - is mandatory
• Willingness to work on-site
• Availability to work in shifts from Monday to Friday: Morning shift: 07:00–15:00 - Afternoon shift: 11:00–19:00
• Basic knowledge of distribution and logistics concepts
• At least a secondary school leaving certificate
• Desirable further trainings in customs, dangerous goods or similar topics
• Minimum 1-2 years relevant experience in a customer service or logistics environment
• Strong communication skills, verbally & written, telephone skills
• Be able to work accurately & efficiently and meet tight deadlines
• Prioritizes and manages multiple responsibilities at once
• Strong interpersonal skills, positive attitude & self-motivated

Desirable further trainings in customs, dangerous goods or similar topics