Customer Service Representative

NOTE: We can only respond to applicants whose current experience, industry and qualifications match the requirements of our principals/employers. **Qualifications**: - Diploma in a relevant field - 2-3 years of experience in customer service role - Previous experience in the logistics industry is a preferred - Middle East/GCC Experience - Experience in using modern WMS systems including barcoding, Master data, RF, etc.. - Fluent in English - both written and spoken - Other languages is a plus - Strong knowledge of the GCC logistics market - Strong knowledge of local and regional customs procedure and legislation - Understand and be able to exploit customer opportunities within and outside of Qatar **Task Description**: - Responsible for providing product and service information to customers and act as a liaison between MLC operations and other departments. - Ensure the customers day-to-day orders are accurate and timely - Assist with complaints, orders, errors, account questions, billing, cancelations and other queries - Resolve product and service problems as they arise - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution - Communicate to the clients/customers regarding the cargo which have been shipped via land, air or sea freight - Respond to all requests for quotations from internal parties within 24 hours from initial receipt with a daily tracking report - Monitor daily shipments, handle any issues that may have occurred such as lost shipments, Ship on Board (SOB) status, Shipment status, Container loading and positioning, etc. - Liaise with all overseas agents, major shipping lines and airlines in procuring the best rates as per the customer's requirements - Ensure a high level of customer satisfaction and maintain a closed contact with all customers Operations - Provide to Assistant Manager weekly inbound and outbound volume reports by customer - Participate in the operations activities in cooperation with other relevant departments to ensure proper coordination of orders - Coordinate with the MLC Operations team to find solutions and resolve matters in relation to customer's queries - Maintain records of interactions/shipments with the customers in an orderly manner - Obtain and evaluate all relevant information to handle product and service inquiries and follow up to ensure that appropriate actions were taken - Refer unresolved customer grievances or special requests to designated departments for further investigation - Assist A/R collections and support team members when needed Other - Perform other job-related duties as assigned