Get to know our level of customer care

The customer care personal representative will cover, independently handle, or distribute operational requests to the relevant agent within our company. He or she discusses the severity and competence of the request with the logistics, IT or finance department, supervises its resolution, proposes compensation and provides feedback to the client on the situation.

A personal customer care representative reports directly to the client on the current stock status, monitors market developments and then recommends product innovations from carriers, such as special promotions, discounts, offer extensions, service outages, etc. He also assists the client with administration in the client’s MySkladon application, passes on instructions for orders, or assists with other operational tasks.

A personal customer care representative takes over all communication with the carriers used on behalf of the client. For example, he deals with various scenarios in the area of shipment claims, supervises the fulfilment of the compensation incurred, quotes prices and orders pallet transport from contracted companies, etc.

The personal representative from customer care represents the client in communication with the customs office in the field of customs, documentation of HS codes and related obligations.

The personal representative from customer care is responsible for the quality of the service offered in the long term, including follow-up development projects. In regular meetings with clients (QBRs) on a quarterly basis, he evaluates the development of the cooperation and suggests possible improvements for a mutually satisfied partnership.

The personal representative from customer care proposes packaging guidelines depending on the nature of the product being sold, prices client packaging, answers questions on price lists for warehouse services, packaging material and transport, passes on know-how related to entering foreign markets, etc.