CSR - Customer Service Representative (Logistics)

4 weeks ago

Parañaque, Philippines Monarch Diversified Logistics, Inc. Full time

Responsibilities

  • Act as the organization's front-line contact for all customer-related requirements and needs.
  • Observes compliance to local regulation, international standards such as GDP and client requirements in warehousing and materials handling.
  • Keeps customers informed by forwarding notice of shipping date, method and current status and answering inquiries.
  • Helps in managing current customer accounts by attending to their needs and inquiries.
  • Deals with a high volume of inbound and outbound phone calls.
  • Coordinates shipment bookings with foreign agents and provides complete and accurate details in order to obtain final documents prior to shipment departure and/or arrival.
  • Provides real-time update to clients regarding the status of pick-up or delivery.
  • Provides written status reports on a daily, weekly, monthly, and annual basis, in accordance with the customer's submission frequency dates.
  • Respond to customer complaints, act, and solve problems by providing satisfactory solutions.
  • Multitasking is required when handling multiple modes of transportation for both international and domestic freight forwarding services.
  • Responsible for coordinating with carriers and truckers to book and process payments.
  • Responsible for processing cash advances, liquidation, and refunds, as well as monitoring payments to suppliers.
  • Work closely with the Transport Supervisor in sourcing 3rd party truckers in order to pool the necessary fleet for deliveries and distribution.
  • Responsible for completing customer-sales agreed-upon rates as well as other billing-related documents such as client delivery receipts, invoices, and packing lists.
  • Coordination of delivery schedules and shipments for temporary storage with Transport and Warehouse personnel to ensure the smooth operations and customer commitments are met.
  • Ensure and be in charge of obtaining the relevant documentation for shipment, as well as communicating with and cascading the documents to the brokerage, warehouse, and transport departments.
  • Adhere to his/her immediate supervisor in adhering to company standards.
  • Set a proactive example for other employees, and create a harmonious environment with a high standard of work ethics.
  • Participate actively in the company's offer to attend freight forwarding and logistics product knowledge trainings, skill enhancement, seminars, and the like.
Other Duties
  • Participates in customer SOP meetings, briefings, orientations and creation.
  • Support the implementation of SOPs for new and existing businesses in order to satisfy the expectations of customers.
  • Provide shipment quotes for customers and set-up shipments as required by customers, with guidance of their respective Sales.
  • Updates shipment information to system and customers’ manual templates.
  • Processes document from the system and prepares all pertinent documents for shipments.
  • Guides and updates messengers, courier and helper for client instructions and other changes.
  • Manage and create the daily itinerary of messengers and give a report to all parties concerned.
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