Customer Service Representative

2 weeks ago

Qatar Industrial Personnel & Management Services Inc (IPAMS) Full time

NOTE: We can only respond to applicants whose current experience, industry and qualifications match the requirements of our principals/employers.

**Qualifications**:

- Diploma in a relevant field
- 2-3 years of experience in customer service role
- Previous experience in the logistics industry is a preferred
- Middle East/GCC Experience
- Experience in using modern WMS systems including barcoding, Master data, RF, etc..
- Fluent in English - both written and spoken
- Other languages is a plus
- 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

**Task Description**:

- Responsible for providing product and service information to customers and act as a liaison between MLC operations and other departments. - Ensure the customers day-to-day orders are accurate and timely - Assist with complaints, orders, errors, account questions, billing, cancelations and other queries - Resolve product and service problems as they arise
- 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
- 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 MLC 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

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