- Answer incoming calls and provide excellent customer service to all callers- Monitor and respond to customer inquiries received through email (Salesforce Case Management)- Make service calls to follow-up on shipment status, resolve issues and onboard customers through our website- Omni-channel live chat: engage with customers through live chat to provide real-time assistance and resolve inquiries- Investigate and analyze customer problems, identifying root causes and implementing corrective actions.- Stay updated on product features, specifications, and updates to provide accurate information to customers.- Manage and monitor the end-to-end shipment process.- Coordinate with various stakeholders in shipment process handling.- Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.- BKS service: prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.- Responsible for cross sell/up sell (focus on landside service) and customer retention.- Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.- Execute reports or other tasks assigned by Team Leader/Manager.

• Owns and manages the customer experience of small/mid-sized customers• Has responsibility for the end to end customer experience in compliance with all company procedures• Target new customers through our digital value proposition• Log activities in Salesforce (CRM) and share insights on lead quality through an effective and structured lead qualificationprocess• Pro-actively support the customer to build trust and operational confidence through phone, chat and email while encouraging self-service functions• Upsell new products and services to existing Twill customers to drive revenue growth• Actively monitor customer NPS and ensure that customer insights and su gestions are captured• Effectively manage your time and priorities to balance sales and customer service activities

- Communicate with customers to establish better relations- Work closely with Sales Team having better comprehension regarding Customers' needs- Cargo readiness report to vessel trader- Detention/Demurrage analysis and emission through SAP system.- Check and handle drafts sent by the clients to avoid any misinformation.- Check VGM data in the system to check for missing information- Follow up on invoices to avoid correctors.- Send invoices for payment to clients as soon as the vessel sails.- Print originals Bl and make them available to the clients.

- Request quotation to carriers and send best offers to clients- Responsible for insert freight's data into spreadsheet, keeping it updated with each carriers local taxes- Create intern processes and analyze its profits- Attend to the pricing process of freights, negotiation and revalidation of contracts with carriers

- Responsible for sending shipping instructions (draft and VGM) of maritime exportation and for Bill of Lading issue- Documental analysis, performing BL amendments before and after boarding- Customer service in the resolution of conflicts in general and contact with agents around the world when necessary- Coordinate transhipment inspections, sending invoice and packing list to carries when requested- Communicate follow up to clientes, keeping them updated about changes in deadlines, ETA, ETS and other booking's status- Coordinate shippings, being aware of the whole process. Experience with cargo inspection by brazilian customs and procedures of booking split- Support to booking desk, requesting and sending booking confirmation to clients- Assistance in sending shipping confirmation and process' billing to the client, as well as opening claims in case of divergence - Help with demurrage and detention analysis- Onboarding experience, assisting 7 new employess integration- Agent in the mitigation of obstacles in critical processes arising from Ukraine's conflict

- Submit draft and VGM to carrier- Bill of Lading conference- Vessel transfer follow up- Issuing of invoices- Tracking follow up

- Vessel's deadlines follow up- Shipping instructions conference- Bill of Lading printing- Insert data in intern spreadsheets