Customer Service Representative - Freight Forwarding

Position: Customer Service Representative

Office Hours: 08:00 - 18:00 hrs

Working Days: Monday - Friday

Nationality: Only Philippines

The role is crucial in managing customer interactions and ensuring smooth logistical operations. Act as focal point of contact for all communication within the Network/Customers for finalizing the routing instruction from the point of formation until completion. Ensuring the invoicing process and KPIs are strictly followed.

Job Responsibilities:

• Build and maintain strong relationships with customers to understand their requirements and propose solutions, liaising internally with the concerned department.
• Fair knowledge on all modes (Air/Ocean/Road) shipment movement.
• Attend to customer/network inquiries and respond in a professional and timely manner.
• Ensure compliance with international shipping regulations and company policies.
• Review shipping documents to ensure compliance as part of destination requirements.
• Handle discrepancies/delays in shipments and take appropriate action to resolve issues.
• Monitor the progress of shipments and provide timely updates to network/customers.
• Provide insights and recommendations for process improvement.
• Maintain and monitor trackers on a job level until completion.
• Act as the liaison between network/customers, sales, and operations.
• Maintain SOPs as per defined scope of work and signed off by the customer.
• Initiate performance review sessions with customers and share feedback internally to maintain customer expectations.
• Prepare summary documents for involved departments regarding customer complaints and/or feedback.
• Conduct file auditing and complete invoicing to achieve company-set KPIs.

Education:

• Bachelor's Degree/Diploma holder preferred.

Experience:

• Minimum 3-4 years in Freight Forwarding handling Global/Strategic accounts.
• Experience managing shipments across all modes of transportation.
• Experience in Air Freight Export operations; Calogi experience is an advantage.

Skills:

• Effective verbal and written communication in business.
• Computer literate with competent skills in MS Office, especially Word & Excel.

Able to Demonstrate:

• Tactfulness and politeness with appropriate business conduct.
• Efficiency and dependability.
• Critical thinking and ability to focus and bring tasks to completion.
• Strong analytical skills and ability to interpret data with a strong attention to detail.
• Demonstrated success in developing and implementing effective customer service skills.