Job offer: Customer Service Specialist

Job Summary

• Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a leading comprehensive logistics services provider with areas including inland transport, warehousing & distribution, and e-commerce and project logistics.
• Our respected client is partnered with thousands of logistics experts in 300 sites and 36 countries and 5,700+ logistics partners.
• They are seeking a Customer Service Specialist that will be responsible for managing communications with logistics providers and addressing customer inquiries.
• You will resolve delivery issues and customer concerns, maintain accurate system records, coordinate with principals on delivery matters, prepare and distribute delivery reports, and supervise the customer service team.
• The job is in Pasig, Metro Manila, Philippines, and offers a day shift work arrangement.

Key responsibilities:

• Monitoring of deliveries.
• Follow up disposition from SEPCO for pending deliveries thru email, chat and/ or call.
• Responds to customer inquiries in a timely manner.
• Creates backload report and Incident Report (if necessary) for delivery returns
• Collaborates with team members and other departments for any concerns that need to be addressed.
• Proper filing of documents for easy backtracking of files.
• Coordination withLSP regarding status updates of the following:
• Shipments from pick up to delivery (Shipment Tracking)
• Follow-up status of pending for deliveries.
• IOD status and posting in System (Information of Delivery).
• Ensuring the accuracy of IOD vs POD information (Proof of Delivery)
• Gathers the delivery details if there are backload and needs disposition or immediate assistance from SEPCO Logistics
• Ensures correct details in the LSP report to avoid misinformation.
• On-time and accurate sending of visibility report daily
• Inform SEPCO and SDS team immediately regarding shipments delays and the reason of delay (Force majeure / Vessel technical problems / LSP errors and internal problems etc.)

Key requirements:

• At least Bachelor's Degree in Business Management, Supply Chain or any related course.
• With minimum 3 years of experience in Customer Service
• Logistics and transportation industry experience is required
• With experience in report preparation
• Good communication & Interpersonal Skills
• Good level of proficiency in the use of Microsoft Office Excel particularly Pivot and Vlookup
• Proven experience as a collaborative team player.
• Organized with high attention to details