Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $17.00 - $23.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Professional development opportunities
Flexible working hours
performance bonuses
Job Description
We are the leading provider of worldwide smart end-to-end supply chain and logistics solutions, facilitating the seamless flow of trade across the globe. Our company offers a comprehensive range of products and services that span every link of the integrated supply chain—from maritime and inland terminals to marine services and industrial parks, complemented by innovative technology-driven customer solutions. Focusing on efficiency, reliability, and customer satisfaction, we play a critical role in global commerce by ensuring goods move smoothly and efficiently from origin to destination.
The Freight Forwarding Operations and Customer Service Agent is a pivotal role within our logistics ec... Show More
The Freight Forwarding Operations and Customer Service Agent is a pivotal role within our logistics ec... Show More
Job Requirements
- Graduate in any field
- At least 3 years of relevant and recent experience in freight forwarding operations and customer service
- Fluency in oral and written English
- Minimum 2 years’ experience in a high-tech customer service and logistics environment
- Excellent Microsoft Office skills
- Strong responsiveness to customer requests
- Attention to detail
- Excellent interpersonal skills
- Ability to work as part of a team
- Experience in carrier network management
Job Qualifications
- Graduate in any field
- At least 3 years of relevant and recent experience in freight forwarding operations and customer service
- Fluency in oral and written English
- Minimum 2 years’ experience in a high-tech customer service and logistics environment
- Excellent knowledge of Microsoft Office suite with proven reporting and presentation skills
- Strong responsiveness to customer requests
- Attention to detail in billing, process analysis, complaints investigation, and reporting
- Excellent interpersonal skills
- Ability to work as part of a team and assist other members during peak volumes
- Experience in carrier network management
Job Duties
- Manage file creation and all services associated with freight forwarding and logistics
- Assist with account start-up and liaise with sales to ensure required documentation and information needed for SOP are provided
- Monitor and audit files weekly for compliance of estimate input, profit margin setting, and timely invoicing
- Assist clients with day-by-day requests related to export and import documentation to ensure proper execution of transportation files
- Provide clients with complete flight and sailing details to ensure proper flow of information
- Liaise with airlines and ocean lines to procure the best possible solutions in terms of capacity and cost
- Liaise with internal network and external partner agents to guarantee best service assistance
- Act promptly on emergency situations within the lifecycle of air and ocean files
- Network with operations colleagues to support workflow overload
- Own, log and ensure all daily customer service contacts and queries received via telephone and email are resolved per SLA
- Proactively report systems or operational issues impacting customer shipments and track resolution
- Compile, review and action reporting suites for key accounts per KPI requirements
- Manage customer complaints, implement and document corrective actions
- Track open customer orders to delivery, return or claim and manage exceptions
- Report carrier performance against KPIs and action corrective measures
- Participate in regular carrier and customer meetings and reviews
- Manage self-billing and billing activities for all carrier and customer transactions
- Provide reporting from TMS system per customised requirements
- Participate in control tower and customer projects
- Serve as the voice of the customer
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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