CSR – Customer Service Representative (Logistics)

General Description:

• Act as the organization's front-line contact for all customer-related requirements and needs.

• Observe compliance with local regulations, international standards such as GDP, and client requirements in warehousing and materials handling.

• Keep customers informed by forwarding notices of shipping dates, methods, and current status, and by answering inquiries.

• Help manage current customer accounts by attending to their needs and inquiries.

• Handle a high volume of inbound and outbound phone calls.

• Coordinate shipment bookings with foreign agents and provide complete and accurate details to obtain final documents prior to shipment departure and/or arrival.

• Provide real-time updates to clients regarding the status of pick-up or delivery.

• Prepare written status reports on a daily, weekly, monthly, and annual basis in accordance with the customer’s submission frequency dates.

• Respond to customer complaints, take action, and provide satisfactory solutions.

• Perform multitasking duties when handling multiple modes of transportation for both international and domestic freight forwarding services.

• Coordinate with carriers and truckers to book and process payments.

• Process cash advances, liquidation, and refunds, and monitor payments to suppliers.

• Work closely with the Transport Supervisor in sourcing 3rd-party truckers to pool the necessary fleet for deliveries and distribution.

• Complete customer-sales agreed-upon rates and other billing-related documents such as client delivery receipts, invoices, and packing lists.

• Coordinate delivery schedules and shipments for temporary storage with Transport and Warehouse personnel to ensure smooth operations and fulfillment of customer commitments.

• Obtain the relevant documentation for shipments and communicate and cascade these documents to the brokerage, warehouse, and transport departments.

• Adhere to instructions from the immediate supervisor and comply with company standards.

• Set a proactive example for other employees and create a harmonious environment with a high standard of work ethics.

• Participate actively in company-offered freight forwarding and logistics product knowledge training, skill enhancement sessions, seminars, and similar programs.