Customer Service Representative

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 

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:
– 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