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.
Responsibilities:
Responsibilities/Communication/OHSE
Key Roles & Responsibilities
Customer Service
• 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
• Communicate to the clients/customers regarding the cargo which have been shipped via land, air or sea freight
• Respond to all requests for quotations from internal parties within 24 hours from initial receipt with a daily tracking report
• 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.
• Liaise with all overseas agents, major shipping lines and airlines in procuring the best rates as per the customer's requirements
• Ensure a high level of customer satisfaction and maintain a closed contact with all customers
Operations
• Upload incoming shipments details into Warehouse Management System (WMS)
• Provide to Assistant Manager weekly inbound and outbound volume reports by customer
• Participate in the operations activities in cooperation with other relevant departments to ensure proper coordination of orders
• Coordinate with the Warehouse Operations team to find solutions and resolve matters in relation to customer's queries
• Maintain records of interactions/shipments with the customers in an orderly manner
• Obtain and evaluate all relevant information to handle product and service inquiries and follow up to ensure that appropriate actions were taken
• Refer unresolved customer grievances or special requests to designated departments for further investigation
• Assist A/R collections and support team members when needed
Other
• Perform other job-related duties as assigned
Qualifications:
Minimum Qualification/Experiences/Skills
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 a 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:
- 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