Job Description

Location: Philippines

Job Type: Permanent

Job Description:

We seek an experienced Senior Customer Service Representative to join our logistics team. The ideal candidate will manage customer relationships, ensure efficient service delivery, and resolve complex customer issues. This role requires strong communication and organizational skills, as well as a deep understanding of logistics operations.

Key Responsibilities:

 Interacts with customers via telephone, email, online chat, or in-person to provide support and information on services and assist with problem resolving if/when a driver encounters an issue with a load, product, shipper, or receiver.
 Maintain open communications with customers to address their needs and concerns promptly.
 Collects and enters orders.
 Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
 Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
 Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments, and escalations.
 Assists with the compilation of data in the detention tracker.
 Assisting with Ready to Bills and lates.
 Help train and mentor customer service representatives, helping to provide guidance and support to ensure they are equipped to handle customer interactions effectively.
 Identify and implement process improvements to enhance customer service delivery, streamline workflows, and reduce bottlenecks.
 Foster strong relationships with customers.
 Performs other related duties as assigned.

Skills and Qualifications:
 Excellent communication skills, including active listening.
 Service-oriented and able to resolve customer grievances.
 Proficient computer skills with the ability to learn new software.
 Proven experience in customer service, ideally in a logistics, transportation, or trucking environment.
 Problem-solving skills and the ability to identify and resolve customer issues efficiently, using analytical and critical thinking skills, and to record and relay the proper information accordingly.
 Organizational skills and the ability within so to manage multiple tasks and prioritize workload effectively and efficiently.
 Technical skills and proficiency in TMS software and other relevant systems.
 Knowledge of the trucking industry and an understanding of the logistics and transportation industry, regulations, and carrier relationships.

Interested candidates should submit their resume and cover letter. We look forward to reviewing your application.