Job Title: Ocean Freight OperatorReporting to: Ocean Team LeadOperating Shifts: am – 5.30pmLocation: Blake's Cross, Lusk, Co. DublinAbout Ace Express FreightAce Express Freight are a global freight forwarding company with more than 30 years' experience and a network of world-class partners.We are proud to have been awarded the Deloitte 'Ireland's Best Managed Company' accolade for 16 years in a row, a testimony to our culture of continuous improvement, our investment in our people, and our philosophy of going the extra mile for our customers.SummaryReporting directly to the Ocean Team Lead, this successful candidate will be responsible for supporting the function for Sea Freight, within the Ocean operation. Duties will include assisting with the overall Ocean Division's requirements in an effective and timely manner & ensuring full conformance with SLA's and defined policies & procedures.Duties and responsibilitiesTo succeed in this role, the successful candidate will ideally have previous Ocean experience within a freight or logistics environment. Some knowledge of Ocean management systems would be an advantage. Strong communication skills with excellent attention to detail are required.Management of the Customer Success team while also assisting the wider Sales team with daily requests and enquiries including meetings, scheduling and administrative duties. Build and maintain strong, durable relationships with clients through regular communication and engagement.Understand your customer's individual needs and challenges to effectively address any issues of concern.Act as the primary point for escalations within the team, with the aim of resolving. Manage smooth onboarding processes for new and existing customers, ensuring they have a clear understanding of our services, capabilities and knowledge of the online web portal.Provide information and training on Ace Express Freight systems to enhance the team's knowledge across all our services.Act as primary point of contact for Good Distribution Practice (GDP) within the organisation, liaising with relevant internal and external stakeholders to ensure legislative compliance and best practice.Be alert to any opportunities, ensure they are recorded and managed effectively and encourage and guide the team to upsell additional company services to clients.Collaborate pro-actively with internal teams such as Operations, Finance, Air, Ocean, Planning & Solutions departments etc., to resolve any client issues in a timely manner.Oversee the team as the main client 'owners' and prepare to see any proposed solution through to its successful conclusion.Monitor key performance indicators (KPIs) to track client and team success and identify areas for improvement, both internal and external. Consolidate the regular reports from the team detailing client feedback, usage patterns, and overall satisfaction levels. Assist with training of the team to help them to serve as a strong anchor for clients within the organization, ensuring their needs are effectively communicated and addressed.Gather and amalgamate client feedback and insights from the team to inform service improvements and inform the appropriate colleague(s) and ensure the correct use of quality and issues log. Managing quarterly business meetings diary, as defined by customer category and requirements. Ensure customer retention and growth across the team.Assist with the creation of SOPs with the guidance and input of the wider team and maintain SOPs.Experience and skillsetIndustry relevant qualification desirableMinimum 2 years' experience working in a similar roleEfficient MS Office skillsExcellent written & verbal communication skillsStrong organisational skills & attention to detailAmbitious, energetic, focused, attentive to detail and conformance with defined procedureCustomer focused and a friendly dispositionPositively inclined towards change and personal developmentPositive 'Will Do' attitudeAbility to work as part of a teamRespectful of othersAny other ad hoc duties required within Ocean Division from time to timeWhat we offerPermanent employment contract. Attractive Salary21 days annual leave (up to 2 additional days leave after 12 months service)Company Pension (after successful completion of probation period)Working Hours (08:30am to 5:30pm, Monday to Friday).Positive working environment with a really vibrant atmosphere.This job description is intended as a summary of the primary responsibilities and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or that may be required to do either now or in the future.Ace Express Freight is an Equal Opportunities Employer