Handle customer inquiries via phone, email, and chat regarding shipment status, customs clearance, delivery timelines, and documentation.
Monitor and track shipments, providing proactive updates on delays or service disruptions.
Assist customers with service requests, shipment bookings, and access to tracking systems.
Coordinate closely with operations, warehouse, and transport teams to resolve service and shipment issues.
Record all customer interactions accurately and manage open cases in line with service KPIs.
Escalate complex, urgent, or highimpact issues to team managers when required.
Conduct followups on pending cases to ensure timely and effective resolution.
Support claims investigations by collecting, verifying, and documenting required customer information.
Requirements
Diploma in any discipline prior experience in logistics or freight forwarding is an advantage.
Strong communication, customer service, and problemsolving skills.
Familiarity with logistics documentation such as Bills of Lading, packing lists, invoices, permits, and FTA certificates.
Ability to work in a fastpaced, detailoriented environment with proficiency in Microsoft Office applications and willingness to work a 5.5day schedule.
