Job description
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.
Why Join Milaha? By continuously challenging the status quo, Milaha today is a large, diversified holding company with core interests in maritime transport, logistics, port management, and offshore marine services.
Milaha is a genuinely diverse company in respect of its offering portfolio and, most importantly, our dedicated colleagues. Although we come from different backgrounds and cultures, our values are what we have in common and keep us connected.
Responsibilities:
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 inernal operations teams, and use the enterprise systems to track and prioritise work to ensure transparency, responsivness 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. Dilligently respond to all requests for quotations from internal parties within the agreed KPI’s and system priority arrangment 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
8. Upload incoming shipments details into Warehouse Management System (WMS)
9. Provide to Assistant Manager weekly inbound and outbound volume reports by customer
10. Participate in the operations activities in cooperation with other relevant departments to ensure proper coordination of orders
11. Coordinate with the Warehouse Operations team to find solutions and resolve matters in relation to customer’s queries
12. Maintain records of interactions/shipments with the customers in an orderly manner
13. Obtain and evaluate all relevant information to handle product and service inquiries and follow up to ensure that appropriate actions were taken
14. Refer unresolved customer grievances or special requests to designated departments for further investigation
15. Assist A/R collections and support team members when needed
Other
16. 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 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:
• 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