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Job Description:

You will be part of a team that serves as the primary point of contact for customers, providing real-time updates, resolving job/shipment issues, and coordinating internal operations and external stakeholders to deliver high service levels and achieving customer success.

Job Duties: 

• Respond to customer inquiries via phone, email, and chat regarding shipments, customs status, cargo delivery timelines, and documentation.
• Track shipments and provide proactive updates on status or delays.
• Assist customers in creating service requests, booking shipments, and accessing tracking systems.
• Coordinate with operations, warehouse, and transport teams to resolve issues.
• Document all customer interactions and track open queries until completion to meet the required KPI.
• Escalate complex or high-impact issues to team managers.
• Follow up on pending issues and ensure timely resolution.
• Support claims investigation by collecting required information from customers.

Requirements:

• Diploma in any discipline
• Prior experience in logistics or freight forwarding preferred
• Strong communication and problem-solving skills
• Familiarity with logistics documentation (e.g., BL, packing lists, invoices, permits, FTA certs)
• Ability to work in a fast-paced, detail-oriented environment
• Proficient in Microsoft Office applications
• Willing to work on a 5.5 days' work schedule