Customer Service Representative

Customer Service – Logistics / Sales Department Duties and Responsibilities - Serve as the primary contact for clients regarding logistics, forwarding, brokerage, import/export, and shipment inquiries. - Receive client inquiries and gather complete shipment details, documents, and service requirements. - Assist the Sales Team in preparing and following up on quotations, rates, proposals, and client requirements. - Coordinate confirmed bookings and client instructions with Sales, Brokerage, Forwarding, Air Freight, Trucking, Dispatch, and Accounting. - Monitor import and export shipments and provide clients with accurate and timely status updates. - Assist clients in identifying and completing required shipping and customs-related documents. - Coordinate with the Customs Brokerage/Declarant Team regarding documentation requirements, shipment processing, and cargo release. - Check submitted documents for completeness before endorsing them to the appropriate department. - Follow up on pending documents, approvals, permits, booking confirmations, and other shipment requirements. - Immediately inform clients of shipment delays, documentation deficiencies, additional requirements, or other operational concerns. - Handle client complaints and service concerns professionally and coordinate with the appropriate department for resolution. - Maintain accurate records of client inquiries, quotations, bookings, shipment updates, and follow-up activities. - Assist in maintaining and updating the Company's client database and sales monitoring records. - Conduct follow-ups with prospective and existing clients to support repeat bookings and maintain good business relationships. - Coordinate with Accounting regarding billing documents and client billing concerns when necessary. - Maintain confidentiality of client information, shipment details, rates, quotations, and Company records. - Prepare daily, weekly, and monthly customer service or shipment monitoring reports as required by Management. - Perform other customer service, sales support, and logistics-related duties that may be assigned by Management. Qualifications - Graduate of Bachelor of Science in Customs Administration (BSCA); fresh graduates are welcome to apply. - Knowledge of basic customs, import/export, freight forwarding, and logistics procedures is an advantage. - Familiarity with shipping documents such as Bill of Lading, Air Waybill, Commercial Invoice, Packing List, and other import/export documents is preferred. - Customs Broker license is an advantage but not required, unless the position will perform functions legally requiring a licensed Customs Broker. - Good verbal and written communication skills. - Strong customer service and interpersonal skills. - Organized and capable of handling multiple client accounts and shipment concerns. - Detail-oriented, particularly when checking shipment information and documentation. - Proficient in Microsoft Office, Google Workspace, email, and basic computer applications. - Able to coordinate effectively with clients, government-related processors, brokers, operations personnel, and other departments. - Willing to learn Company procedures and current customs and logistics requirements. - Able to work under pressure and respond appropriately to urgent shipment concerns. - Professional, responsible, and capable of handling confidential client and Company information.