Global Customer Excellence Senior Specialist

CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation.

At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.

YOUR ROLE

The Customer Experience specialist will have also a PMO scope to support Customer Excellence team.

The Customer Experience specialist within Customer Excellence team will support Customer Experience Manager action plan and perform key achievements (CSat and NPS). This role involves managing, feedback systems, monitoring customer sentiment, escalating critical cases, and ensuring daily routines run smoothly.

The Customer Experience specialist will have also a PMO scope to support Customer Excellence team

WHAT ARE YOU GOING TO DO ?

Main areas of focus and accountability of the role – detail in order of importance the main areas of accountability of the role :

• CSat / task workflow monitoring
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience
• CSat reporting and dashboard
• CSat: analyze and categorize incoming feedbacks (positive, neutral, negative)
• CSat follow up on negative feedback
• Collaborate with Extra Mile team to monitor, escalate and manage critical issues for high value or strategic customers
• Help organize and run customer satisfaction surveys (Ad Hoc)
• Support Customer Experience Manager in NPS preparation, run, and post mortem

WHAT WE ARE LOOKING FOR ?

• Bachelor or equivalent degree
• Master level
• PMO training
• 3 to 5 years’ experience
• Fluent in English
• Analytical mindset with attention to detail
• Excel (Master)
• Proficiency with feedback management tools and CRM systems
• Dataviz tool (Powerbi, Qlik) is a plus
• Experience in customer service or customer experience is a plus
• Team player, able to work in multi-disciplinary teams
• Ability to build strong relationships with team members, customers and other stakeholders
• Can-do attitude
• Good analytical skills and the ability to think critically

At CEVA we are committed to creating a safe and healthy work environment.

We offer:

• A Competitive Compensation PackageComprehensive Health & Dental Benefits
• Professional Development Opportunities
• Continuing Education

CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.

We thank all candidates for applying, however, only successful candidates will be contacted for an interview.

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