Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $14.00 - $19.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Paid Time Off
Dental Insurance
Retirement Plan
performance bonuses
Professional Development
Employee wellness programs
Job Description
Our company is a leading provider of worldwide smart end-to-end supply chain and logistics solutions. We specialize in enabling the seamless flow of trade across the globe, offering a comprehensive range of products and services that cover every link of the integrated supply chain. Our portfolio includes maritime and inland terminals, marine services, industrial parks, and technology-driven customer solutions designed to optimize logistics operations and enhance global trade efficiency.
As a Freight Forwarding Operations and Customer Service Agent, you will play a critical role within our logistics and supply chain operations. This role focuses on building and maintaining strong relat... Show More
As a Freight Forwarding Operations and Customer Service Agent, you will play a critical role within our logistics and supply chain operations. This role focuses on building and maintaining strong relat... Show More
Job Requirements
- Graduate in any field
- At least 3 years of relevant and recent experience in freight forwarding operations and customer service
- Freight forwarding experience is mandatory
- Fluency in oral and written English
- 2 years work experience in high tech customer services and logistics environment
- Excellent knowledge of Microsoft Office suite
- Proven reporting and presentation skills
- Responsiveness in dealing with customer requests
- Attention to detail for billing, process analysis, customer complaints investigations and reporting
- Excellent interpersonal skills
- Ability to work as part of a team and assist other team members during peak volume periods
- 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
- 2 years experience in high tech customer services and logistics environment
- Excellent knowledge of Microsoft Office suite with proven reporting and presentation skills
- Strong communication and interpersonal skills
- Experience in carrier network management
- Attention to detail in billing, process analysis, customer complaints investigations and reporting
- Ability to work well in a team and assist colleagues during peak volumes.
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/information for the SOP are provided
- Monitor and audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
- Assist clients in their day-by-day requests related to export/import documentation to ensure proper execution to transportation files
- Provide clients with complete flight/sailing details to ensure proper flow of information
- Liaise with Airlines/Ocean lines to procure best possible solutions regarding capacity and cost
- Liaise with internal network and external partner agents to guarantee best possible service assistance
- Act quickly upon emergency situations arising within the lifecycle of air/ocean files
- Network with Operations colleagues to ensure proper support during workflow overload
- Own, log and ensure all daily customer service contacts and queries via telephone and email are worked through to resolution
- Communicate operational issues impacting customer shipments proactively and track to resolution
- Compile, review and action reporting suites for key accounts per KPI requirements
- Action customer complaints ensuring detailed root cause and corrective actions are implemented
- Manage carrier tracking of customer orders through to delivery, return and claim
- Report on carrier performance against KPIs and take corrective action
- Participate in weekly carrier and customer task meetings and monthly reviews
- Manage self-billing including compiling and managing billing activities for carriers and customers
- Provide reporting from the TMS system per customer and carrier reporting requirements
- Participate in control tower and customer projects
- Act as the voice of the customer.
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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