Job Details
The role of a Customer Service Representative is to be a reliable point of contact for the customers to receive any update of their shipments. It implies also raising the job orders of new shipments and being able to handle, action or distribute accordingly any customer request. Daily management of the systems available in the network is mandatory.
Principal Duties & Responsibilities
The holder of this position may perform the following tasks:
•Handle enquiries from clients; provide information about World Courier and the service provided, from the initial stage prior to quoting to the final stage if there are additional requirements for the invoice to be paid.
•Being able to design the shipment (type of packaging, route, etc). Determine which shipping solution should be used for certain shipments and coordinate actions with WEMEA Quote Team to make sure the quotation provided is accurate.
•Review the initial docs provided by shippers/customers and being able to suggest corrections or amendments to minimize the exchange of e-mails. Use Case Management tool.
•Monitor and track ongoing shipments, reacting to any deviation from the plan.
•Keep clients updated to the status of their shipment, especially in regards to delays.
•Action all reports in TMS System and keep Special Monitoring up to date.
•Advise clear pick up/special delivery/temperature control handling instructions to a destination office on how a shipment should be managed.
•Chase destination offices daily to get updates when the TMS System is not showing accurate information.
•Recognize important information and makes immediate use of this information (Holiday lists, All Station emails, Ops memos).
•Work with regulations (ADR/DGR/IATA) as well as local laws and guidelines.
•Being in constant communication with Ops Department to be aware of the status of the shipments, and with Sales Department to be able to inform them about shipment evolution and new opportunities.
Knowledge & Skills
•Able to follow procedures & instructions
•Able to take on projects at the request of management
•Able to provide relevant information on request
•Good communication skills - verbally & written (Portuguese and English)
Personal Attributes and Disposition
•Ability to work as part of a team and independently
•Have excellent interpersonal skills
•Self-motivated
•Remains Calm under pressure
•Flexible attitude - for working shifts and last-minute coverage
•High attention to detail
•Uses own initiative
•Able to prioritize workload
•Friendly & polite
•Dependable, reliable, and trustworthy
Full time.
