Jocelyn Hansen

I was a key participant in the inception of the Client Service Management team, with responsibility for several of our largest accounts. I established a commercial business analyst role that supported the account managers on both the carrier and shipper side of the portal and which acted as the first point of contact for external parties in regards to new product design and implementation. Client Services Management is now a cornerstone of INTTRA’s go to market strategy.

With responsibility for several of INTTRA’s key global accounts, I built strong relationships and achieved significant results both in terms of revenue generated but importantly, in the areas of product innovation and early adoption. Acting as both the “voice of the customer” and ambassador for INTTRA has allowed me to foster a “win/win” environment, leading to greater long term benefit and trust between all parties.

Very much a “lone ranger” role, I had responsibility for several major regions in Europe including UK/Eire, Benelux, Germany and Austria. Responsibilities included strategy development for e-business adoption, with a mix of new customer acquisition, account management, carrier customer satisfaction, and business development. I travelled extensively within this region working closely with customers and carriers to develop and promote solutions that allow a closer integration between them.

I was responsible for establishing the standard operating procedures for the customer service team globally. By implementing a smooth, integrated registration procedure, we were able to sign up 1000+ customers in our first year. In addition, I initiated and documented the customer service procedures for edi error handling. I was the first line of contact for customers and carriers during the European time zone.