Customer Service Relations Staff

Customer Relationship Management

• Serve as the primary contact person for assigned customer accounts.
• Respond promptly to customer inquiries through email, phone, and other communication channels.
• Provide accurate information regarding shipment schedules, transit times, documentation requirements, rates, and service availability.
• Maintain excellent customer relationships by delivering timely, professional, and proactive communication.

Shipment Coordination

• Coordinate import, export, domestic, and international shipments with Operations, Customs Brokerage, Warehouse, Trucking, Shipping Lines, Airlines, and other service providers.
• Monitor shipment milestones from booking until final delivery.
• Provide customers with regular shipment status updates, including delays, exceptions, and delivery confirmations.
• Ensure all customer requirements are properly communicated to the Operations Team.

Documentation

• Verify completeness and accuracy of shipping documents such as:

  • Bill of Lading (BL)
  • Air Waybill (AWB)
  • Commercial Invoice
  • Packing List
  • Delivery Order
  • Shipping Instructions
  • Import and Export Documents

• Ensure proper documentation is submitted within required timelines.

Customer Issue Resolution

• Investigate shipment delays, cargo discrepancies, damages, and customer complaints.
• Coordinate corrective actions with concerned departments.
• Escalate unresolved issues to management when necessary.
• Ensure customer concerns are resolved within agreed service levels.

Account Management

• Maintain accurate customer records and shipment history.
• Monitor customer service performance and identify opportunities for service improvement.
• Support account retention through excellent customer service.
• Assist the Sales Team in servicing existing clients.

Coordination and Reporting

• Coordinate closely with:

  • Operations
  • Sales
  • Customs Brokerage
  • Accounting
  • Warehouse
  • Trucking Partners
  • Shipping Lines
  • Airlines

• Prepare daily, weekly, and monthly shipment monitoring reports.

• Maintain updated shipment trackers and customer communication logs.

Billing Support

• Verify completed shipments prior to billing.
• Coordinate with Accounting regarding customer billing concerns.
• Assist in resolving invoice discrepancies when necessary.

Compliance

• Ensure adherence to company policies and procedures.
• Comply with Philippine Customs regulations and applicable logistics industry standards.
• Maintain confidentiality of customer information and shipment records.