Warehouse Csr
3 weeks ago
**Communication**
**Internal Communication**:
- Warehouse Operations team
- Finance & Sales team
**Purpose**:
- For follow-up on quality and service delivery
- On time collection of payments and resolution of other related issues
**External Communication**:
- Customers
- Agents, Carrier & other relevant entities
**Purpose**:
- Book and track progress of shipment
- Monitor and update the pipeline of deliveries
**Occupational Health & Safety and Environment**
**Accountability**:
Are accountable for their acts and omissions.
**Responsibility**:
To follow agreed safe systems of work; to follow training and instructions; and to report accidents, incidents and near misses.
**Authority**:
To stop work if they think the work is unsafe.
**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**:
- 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
**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**:
- 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
