Customer Service Agent

Customer Service

📍 1Nito Tower, Lahug, Cebu City, Philippines
🕒 Employment Type: Full-time (Onsite)
⏰ Schedule: Night Shift, Monday to Friday (09:00 PM–06:00 AM)

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Job Overview

The primary role of Customer Service is to be the primary interface between Radiant Global Logistics, customers, sales, system operations, and vendors.  To deliver the highest level of customer service, while meeting all company policies and procedures. Job duties may be added or taken away due to operational / business needs and requirements

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Key Responsibilities

• Answer incoming calls promptly and professionally and provide timely, high-quality customer service.
• Enter and update shipment information accurately in CargoWise, TM, and other company systems.
• Complete pickup information and ensure all required shipment data is entered accurately and according to company procedures.
• Track and trace shipments and provide timely status updates to customers and internal stakeholders.
• Enter Proof of Delivery (POD) information for shipments handled during the assigned shift.
• Prepare and provide rate quotes within established service-level timelines.
• Review and confirm delivery charges based on applicable agent tariffs and ensure charges are accurately documented for billing and vendor payment.
• Route and prepare Master Air Waybills (MAWBs), including booking and flight information for daily pickups.
• Ensure House Air Waybill (HAWB) and Master Air Waybill (MAWB) information is entered according to established Points of Data Entry.
• Ensure shipment costs are accurately entered and updated in the appropriate systems.
• Monitor shipment activity and ensure timely tracking, costing, and system updates.
• Apply basic problem-solving skills to resolve routine shipment and customer service issues.
• Maintain compliance with applicable TSA regulations, company policies, procedures, and service standards.
• Communicate effectively with customers, sales, operations, vendors, carriers, drivers, and other internal and external stakeholders.
• Perform other related duties as assigned based on operational and business needs.

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Qualifications

• High school diploma or equivalent required.
• Experience in the transportation or logistics industry is preferred.
• Intermodal experience is an asset.
• Knowledge of North American geography.
• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Experience with transportation management software such as CargoWise and TM is preferred.
• Experience using load boards is an asset.
• Strong customer service skills with a commitment to providing timely and professional support to internal and external customers.
• Strong verbal and written communication skills.
• Strong problem-solving and decision-making skills.
• Highly organized with the ability to manage multiple tasks and priorities simultaneously.
• Ability to work effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to work effectively both independently and as part of a team.
• Ability to read and interpret documents, spreadsheets, emails, and written instructions.
• Ability to perform basic mathematical calculations involving whole numbers, fractions, and decimals.
• Ability to work an 8-hour shift and consistently report to work on time and prepared to perform assigned duties.

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ABOUT RADIANT

Launched in 2006, Radiant Global Logistics is a publicly traded, third party logistics company providing technology-enabled global transportation and value-added logistics solutions primarily to customers based in the United States and Canada. We service a large and diversified account base across a range of industries and geographies, which is supported from an extensive network of operating locations across North America as well as an integrated international service partner network located in other key markets around the globe. The Company provides these services through a multi-brand network, which includes over 100 operating locations. Included in these operating locations are a number of independent agents, who are also referred to as “strategic operating partners,” that operate exclusively on the Company's behalf, and approximately 25 Company-owned offices. As a third-party logistics company, the Company has a vast carrier network of asset-based transportation companies, including motor carriers, railroads, airlines and ocean lines in its carrier network.

Radiant’s network brands and associated strategic operating partners have storied legacies embodying decades of experience and service in the transportation and logistics industry and include Airgroup®, Adcom WorldwideTM, Distribution By Air (DBA)TM, Service by Air®, Navegate®, and Centrade Brands well as the Radiant® Brand. In all, It's the Network that Delivers! ®