Logistics Customer Service Representative
Job Summary
We are seeking a dedicated Customer Service Representative (Logistics) to provide high-quality support to business clients across inbound calls, outbound calls, and email. In this role, you will serve as the primary point of contact for freight, shipment, and logistics-related concerns. You will ensure timely updates, issue resolution, escalation coordination, and overall customer satisfaction.
Responsibilities
- Manage inbound and outbound calls/emails regarding shipments
- Perform Track & Trace functions and delivery updates
- Document interactions in CRM and carrier portals
- Maintain quality and SLA standards
Required Skills
- 1+ year BPO voice/blended experience
- Excellent English communication skills
- Familiarity with logistics or shipping
- Proficiency with CRM and carrier portals
- Ability to work night shifts
Job Details
Responsibilities:
- Handle inbound customer calls regarding freight shipment status, delivery issues, carrier delays, and service queries — targeting SLA of 80% calls answered within 20 seconds.
- Execute outbound follow-up calls to customers and carriers for exception management, shipment updates, and dispute resolution.
- Manage email queues — respond to customer and carrier email inquiries within agreed first-response time targets (30-minute BAU SLA), providing accurate, professional, and complete responses.
- Perform Track & Trace functions: shipment tracking across carriers, rescheduling, dock checks, delivery confirmation, and proactive customer notifications.
- Navigate client platforms (telephony, carrier portals, CRM) and accurately log all interactions per documented SOPs.
- Escalate complex or unresolved cases to the Team Leader per the defined escalation matrix. Avoid unnecessary escalations; aim for first-contact resolution.
- Maintain quality standards per the Client QA scorecard — targeting a minimum QA score of 80% per monitored interaction.
Qualifications:
- Minimum 1-year BPO voice experience — mandatorily with inbound voice or blended (voice + email). Experience in similar accounts (logistics, freight, courier, or e-commerce) highly preferred.
- Excellent spoken and written English. Neutral or North American-accented. Must be clear, professional, ideally minimum B2-level.
- Prior exposure to freight, shipping, logistics, or supply chain is an advantage - but not mandatory.
- Familiarity with LTL, parcel delivery, carrier tracking systems.
- Comfortable with browser-based CRM and carrier portals. Typing speed minimum 35 WPM. Able to work on multiple applications simultaneously.
- Willing and able to work Philippine night shift (Shift 1: 10 PM – 7 AM PHT or Shift 2: 1 AM – 9 AM PHT).
- Minimum Senior High School graduate. College level or graduate preferred.