Description
Customer Service Representative in a logistics company serves as the main point of contact between customers and the company. They handle inquiries, track shipments, resolve complaints, process orders, and ensure smooth communication between clients, dispatch teams, and delivery personnel. The CSR ensures that customers receive timely and accurate information regarding their shipments and logistics services.
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Job Responsibilities
• Respond to customer inquiries via phone, email, or chat regarding shipments, delivery times, and logistics services.
• Track and update shipment status in the company’s system.
• Handle customer complaints and resolve issues promptly and professionally.
• Coordinate with dispatchers, drivers, and warehouse staff to ensure timely delivery and pickup.
• Process new orders, returns, and cancellations accurately.
• Maintain customer records and update databases.
• Provide information about rates, services, and policies.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Monitor service performance and follow up with customers to ensure satisfaction.
• Assist in preparing reports related to customer feedback and logistics operations.
Job Responsibilities
• Respond to customer inquiries via phone, email, or chat regarding shipments, delivery times, and logistics services.
• Track and update shipment status in the company’s system.
• Handle customer complaints and resolve issues promptly and professionally.
• Coordinate with dispatchers, drivers, and warehouse staff to ensure timely delivery and pickup.
• Process new orders, returns, and cancellations accurately.
• Maintain customer records and update databases.
• Provide information about rates, services, and policies.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Monitor service performance and follow up with customers to ensure satisfaction.
• Assist in preparing reports related to customer feedback and logistics operations.
Skills and Abilities
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good knowledge of logistics processes (shipping, warehousing, tracking).
• Ability to multitask and work under pressure.
• Proficiency with customer relationship management (CRM) systems and Microsoft Office tools.
• High level of patience, empathy, and professionalism.
• Strong organizational and time management skills.
• Attention to detail and accuracy.
• Ability to work effectively in a team as well as independently.
Educational Qualification
• Minimum of OND / Diploma / HND / Bachelor’s Degree in Business Administration, Logistics, Supply Chain Management, or any related field.
• Additional certifications in customer service, logistics, or supply chain (e.g., Certified Supply Chain Professional, Customer Service Training) are an advantage.
• Proficiency in computer applications is usually required.
Benefits
• Competitive salary.
• Health insurance and/or other medical benefits.
• Paid leave (annual, sick, maternity/paternity).
• Performance bonuses or incentives.
• Professional development and training opportunities.
• Staff discounts on company services.
• Opportunities for career advancement within the company.
• Pension or retirement savings plans (depending on the company).
