Customer Experience Partner, FR - Villeneuv

Customer Experience Partner
Full time
FR - Villeneuv


Key Responsibilities

Manage and oversee the end-to-end shipment process.

Coordinate with all stakeholders to ensure smooth shipment handling.

Ensure seamless shipment flow and provide effective business solutions through strong process knowledge.

Resolve queries from shippers, customers, Key Account Managers, and other stakeholders promptly and effectively.

Maintain a customer-centric approach to prevent errors and implement corrective measures.

Prepare and submit accurate documentation on time while keeping all parties informed.

Adhere to Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) in daily operations.

Identify and report process deviations to customers and reporting managers.

Respond to inquiries in a timely, accurate manner, escalating issues as outlined in SOPs/IOPs.

Ensure clear and proactive communication, including regular client calls to support process continuity.

Track performance and provide insights on service delivery successes and areas for improvement.

Collaborate with Key Client Managers and the Commercial team to strengthen customer relationships.

Adhere to customer-specific SOPs and monitor related KPIs.

Complete reports and tasks assigned by the Team Leader or Manager.


What We're Looking For

Proven experience (1-3 years) in logistics, supply chain, or related fields.

Strong understanding of end-to-end supply chain operations from origin to destination.

Fluency in English and French is mandatory

Excellent communication and stakeholder management skills.

Strong customer service orientation with a focus on results and issue resolution.

Ability to stay organized and perform under pressure.

Team player who collaborates effectively to achieve shared goals.

Solid grasp of operational processes and attention to detail.

Proactive mindset with a sense of urgency and a positive attitude.

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