Logistics Customer Service
11pm to 6am Mon-Fri
8am to 5pm Mon- Fri Key Responsibilities
- Customer communication: Serve as the primary point of contact for customer inquiries via phone and email. This includes providing shipment updates, scheduling appointments, giving rate quotes, and processing orders.
- Order and shipment management: Enter and track customer orders, process freight bills, prepare shipping documents (such as bills of lading), and manage record-keeping to ensure accuracy throughout the process.
- Issue resolution: Promptly address and resolve customer complaints, shipping errors, and problems related to delays, damages, and billing. The ability to stay calm under pressure is critical.
- Coordination with partners: Liaise with carriers, freight forwarders, suppliers, and warehouse staff to schedule pickups and deliveries and resolve any issues affecting the delivery schedule.
- Internal collaboration: Work with internal teams, including sales, procurement, and warehouse operations, to streamline processes and address challenges impacting customer orders.
- Data entry and reporting: Maintain data integrity by accurately entering shipment information into logistics software (TMS, ERP) and providing regular reports on shipping status and performance metrics.
- Process improvement: Analyze customer feedback and logistics data to identify and implement process improvements that increase efficiency and enhance service delivery.
- Education and experience: A high school diploma or equivalent is generally required, though an associate or bachelor's degree in logistics, business, or a related field is often preferred. Relevant experience in customer service, logistics, or a call center environment is necessary.
- Communication: Excellent written and verbal communication skills are essential for professionally interacting with a diverse group of stakeholders.
- Technical proficiency: Experience with logistics software (TMS, ERP), order processing systems, and Microsoft Office Suite (especially Excel) is a must.
- Problem-solving: Strong analytical and problem-solving skills are needed to resolve complex logistical challenges effectively and efficiently.
- Organizational skills: The ability to multitask, manage time, and maintain a meticulous attention to detail is critical for handling the numerous moving parts of the supply chain.
- Interpersonal skills: The capacity to build positive relationships with clients, suppliers, and colleagues is key to fostering collaborative solutions.
- Adaptability: Candidates must be able to work in a fast-paced, dynamic environment and quickly adapt to changing priorities.
- Must be Bilingual
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