Customer Service Representative

Customer Service Representative

JOB DESCRIPTION

Job Summary: The Customer Service Representative is responsible for the accuracy of all shipping documents before shipments arrive at destination, sending out timely NOAs and accurate invoices to all customers, follow up of consol containers under their responsibility fully from pre-alert to payment and collection by all consignees, including follow up of PTR documentation and unstuffing notice dissemination.

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Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, and chat about shipping schedules, order tracking, freight quotes, and other related inquiries.
• Shipment Coordination:  Ensuring accurate documentation, tracking shipments, and updating customers with delivery status.
• Issue Resolution: Address customer concerns or complaints by identifying problems and working collaboratively with logistics and other internal departments to provide timely solutions.
• Documentation and Reporting: Maintain detailed records of customer interactions, transactions, and feedback; generate regular reports on customer service metrics and resolve any service issues.
• Product and Service Knowledge: Stay up-to-date on the company’s shipping services, including rates, and policies, to provide knowledgeable assistance.
• Customer Retention: Build and maintain long-term relationships with customers by offering proactive communication and personalized service.
• Collaboration: Work closely with the sales, logistics, and operations teams to ensure smooth and efficient shipping processes and timely deliveries.

• Compliance: Ensure that all shipments comply with company policies, local regulations, and international shipping guidelines.

Requirements:

• Experience: Minimum of 1-2 years of customer service experience, preferably in the shipping or logistics industry.

• Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Knowledge of shipping software, CRM systems, or the ability to learn new tools quickly.
• Attention to detail and accuracy in data entry and documentation.

• Personal Attributes:
• Customer-focused with a friendly, approachable demeanour.
• Proactive, with the ability to work independently and as part of a team.
• Strong organizational skills and the ability to manage time effectively.

• Education: 5 CXC subjects or equivalent; additional certification in customer service or logistics is a plus.

Preferred Qualifications:

• Experience with international shipping processes and customs regulations.
• Familiarity with various shipping methods, including air, sea, and ground transportation.

Working Conditions:

• Full-time position.
• Occasional overtime may be required during peak seasons or to meet customer deadlines.

SKILLS:

• Communication: Excellent communication skills- written and oral.

• Quality of Work. Meets the established standards of accuracy.

• Passion for customers and excellent customer talents. Works to exceed the expectations of customers externally and internally. Takes immediate action to resolve customers' problems.

• Builds relationships. Fostering teamwork. Works collaboratively within and across business units and organizational boundaries.

• Pleasant personality. Proactive, listens, and enjoys helping customers.