Customer Service Representative

Communication

Internal Communication: Warehouse Operations team / Finance & Sales team - Purpose: For follow-up on quality and service delivery / On time collection of payments and resolution of other related issues.

External Communication: Customers / Agents, Carrier & other relevant entities - Purpose: Book and track progress of shipment / Monitor and update the pipeline of deliveries.

Occupational Health & Safety and Environment

• Accountability: Are accountable for their acts and omissions.
• Responsibility: To follow agreed safe systems of work; to follow training and instructions; and to report accidents, incidents and near misses.
• Authority: To stop work if they think the work is unsafe.

Key Roles & Responsibilities Customer Service

1. Drive best in call customer service standards; resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
2. Act as the conduit for communication between customers and internal operations teams, and use the enterprise systems to track and prioritise work to ensure transparency, responsiveness, and effectiveness of customer service.
3. Communicate to the clients/customers regarding the cargo which have been shipped via land, air or sea freight; always ensuring that any updates provided to customers are aligned with operations to ensure realistic and aligned solutions.
4. Deliberately respond to all requests for quotations from internal parties within the agreed KPI's and system priority arrangement from initial receipt with a daily tracking report.
5. Monitor daily shipments, handle any issues that may have occurred such as lost shipments, Ship on Board (SOB) status, Shipment status, Container loading and positioning, etc.
6. Liaise with all overseas agents, major shipping lines and airlines in procuring the best rates as per the customer's requirements.
7. Drive a high level of customer satisfaction and maintain a closed contact with all customers.

Operations

1. Upload incoming shipments details into Warehouse Management System (WMS).
2. Provide to Assistant Manager weekly inbound and outbound volume reports by customer.
3. Participate in the operations activities in cooperation with other relevant departments to ensure proper coordination of orders.
4. Coordinate with the Warehouse Operations team to find solutions and resolve matters in relation to customer's queries.
5. Maintain records of interactions/shipments with the customers in an orderly manner.
6. Obtain and evaluate all relevant information to handle product and service inquiries and follow up to ensure that appropriate actions were taken.
7. Refer unresolved customer grievances or special requests to designated departments for further investigation.
8. Assist A/R collections and support team members when needed.

Other

1. Perform other job-related duties as assigned.

Qualifications

• Education & Professional Qualification:
  • Diploma in a relevant field.
• Professional Experience:
  • 2-3 years of experience in customer service role.
  • Previous experience in the logistics industry is preferred.
• Geographic Experience:
  • Middle East/GCC Experience.
• Computer Skills:
  • Working knowledge of Office and web applications.
  • Experience in using modern WMS systems including barcoding, Master data, RF, etc.
• Language Skills:
  • Fluent in English - both written and spoken.
  • Other languages is a plus.
• Market/Industry/Functional Knowledge:
  • Analytical Thinking - Analyses problems effectively and solves complex issues. Considers the long-term impact and anticipates future consequences and trends. Creates new insights and generates innovative solutions.
  • Creative Thinking - Searches for the new and different. Out-of-the box thinking, creates new insights, generates new concepts.
  • Customer Focus - Is service oriented and dedicated to meeting requirements of internal and external customers. Maintains effective relationships and handles difficult customers tactfully. Acts with the customer in mind.
  • Achievement Orientation - Undertakes and is results oriented. Takes charge, shows self-motivation and ambition for personal and professional achievements. Has a competitive drive to get things done.
  • Risk Management - Assesses risks and makes timely decisions based on relevant information. Can take high risk decisions when necessary and is not afraid of facing difficulties and adversity. Creates competitive strategies and plans.
  • Compliance - Careful and thorough, gathers complete information. Works well under a formal framework and precise rules. Strives for quality.
  • Organization Skills - Plans own work effectively. Set priorities and manages resources. Focuses on objectives.
  • Strong knowledge of the GCC logistics market.
  • Strong knowledge of local and regional customs procedure and legislation.
  • Understand and be able to exploit customer opportunities within and outside of Qatar.