Company Brief
House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.
Currently House of Shipping is recruiting for a Customer Service Executive on behalf of its client for global freight forwarding company.
Job purpose
Person should have an experienced with detail-oriented Trucking operation representative will be responsible for providing exceptional operational & customer support, ensuring smooth coordination of trucking services, and managing customer inquiries and issues related to transportation and logistics.
Ops Documentation - Main tasks and responsibilities
- Serve as the primary point of contact for customers regarding trucking services.
- Handle customer inquiries, requests, and complaints promptly and professionally.
- Provide accurate information about services, delivery schedules, and pricing.
- Answer incoming customer calls in a timely and professional manner
- Perform a variety of record keeping, filing, indexing and other general clerical duties
- Provide knowledgeable answers to questions about routes, pricing and availability
- Address and resolve customer concerns related to delays, damages, or service issues.
- Collaborate with internal teams (dispatch, logistics, operations) to resolve issues quickly.
- Follow up with customers to ensure satisfaction and maintain positive relationships.
- Work with internal departments to meet customer needs
- Speak to customer/agent to get the appointment for re-schedule the delivery.
- Track and trace shipments to ensure on-time delivery.
- Troubleshoot shipment failures and find alternate solutions, engage the client and provide timely updates.
- Track and trace all active orders for current on-time status and proactively contact customers, providing them with shipment status.
- Seek alternate solutions with customers in the event of a service deviation, including change of pick up or delivery appointments.
- Record and notate customer complaints regarding freight orders.
- Remedy customer complaints regarding service to maximize customer satisfaction.
- Achieve and monitor customer’s monthly Key Performance Indicators (KPIs) closely.
- Comply with company’s standard operating procedure (SOP) and quality policy.
- Knowledge about logistics operation & Transportation services.
- Good convincing and problem-solving skills.
Background and experience
5 to 7 Years Experience as Trucking Ops documentation activities in Logistics industry
Competencies and skills
Sample
English & Hindi Fluency is a must with very good System Knowledge, OMS (Order Management System) good to have