Job Description

Customer Interaction Management:

• Manage and resolve escalated customer inquiries and complaints related to logistics operations.
• Provide accurate and timely information regarding shipment status, delivery schedules, and logistics processes.
• Ensure proactive communication with customers to keep them informed about any delays or issues.

Team Leadership and Development:

• Lead and mentor a team of customer support representatives in handling logistics-specific queries.
• Conduct regular training sessions to fill any gaps if occurs to enhance team members' knowledge of logistics processes and customer service skills.
• Monitor team performance metrics and provide constructive feedback to optimize performance.

Process Optimization:

• Analyze customer feedback and operational data to identify areas for process improvement.
• Collaborate with cross-functional teams (such as Operations, Warehousing, and Transportation) to streamline logistics processes and enhance service delivery.
• Implement customer service policies and procedures that align with industry standards and best practices.

Reporting and Analysis:

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores.
• Utilize data insights to drive strategic decisions and improvements in service quality.

Cross-functional Collaboration:

• Work closely with Sales, Operations, and Logistics teams to ensure seamless coordination and execution of customer requirements.
• Act as a liaison between customers and internal departments to address complex issues and ensure customer expectations are met.

Job Type: Full-time

Pay: ?30,000.00 - ?35,000.00 per month

Shift:

• Day shift

Work setting:

• In-person

Education:

• Bachelor's (Required)

Experience:

• total work: 3 years (Preferred)
• Customer service: 2 years (Preferred)
• Microsoft Office: 2 years (Preferred)
• Logistics: 2 years (Preferred)
• Operations management: 2 years (Preferred)
• Customer relationship management: 2 years (Preferred)

Language:

• English (Required)

Work Location: In person