Customer Service Representative

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 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