Customer Service Representative

Hexagon Group of Companies; Bulacan; On-site; PHP 223,200 - 334,800; Full time

Job summary

A logistics and warehousing company located in Balagtas, Bulacan is looking for an experienced Customer Service Representative. The role involves managing all customer inquiries, facilitating onboarding, and handling service bookings. Candidates should have 2-3 years of relevant experience and a Bachelor's degree in a related field. Strong communication and problem-solving skills are essential for this role.

Qualifications

• Minimum of 2-3 years of experience in a customer service role, preferably in logistics or warehousing.
• Graduate of Bachelor's degree in a related field.

Responsibilities

• Serve as the primary point of contact for customer inquiries and concerns.
• Facilitate onboarding process for new customers.
• Receive and process customer bookings for cold storage services.

Skills

Customer relationship management

Communication skills

Problem-solving

Attention to detail

Education

Bachelor's degree in Business Administration, Logistics, Supply Chain Management

Job description

A. Customer Relationship Management

• Serve as the primary point of contact for all customer inquiries, concerns, and requests.
• Build and maintain strong, long-lasting customer relationships by providing exceptional service and proactive communication.
• Act as an advocate for the customer, ensuring their needs are met by coordinating with internal teams.

B. Customer Onboarding & Account Management

• Facilitate the onboarding process for new customers, including gathering necessary information, setting up accounts, and providing an overview of services and procedures.
• Maintain accurate and up-to-date customer records in WMS or NETSUITE database.

C. Service Bookings & Coordination

• Receive and process customer bookings for cold storage services, including inbound and outbound shipments.
• Coordinate with the warehouse operations team to schedule appointments, confirm availability, and ensure smooth service delivery.
• Communicate booking confirmations, status updates, and any potential delays to customers in a timely manner.

D. Inquiry and Issue Resolution

• Address and resolve customer inquiries regarding inventory, billing, documentation, and service status.
• Handle customer complaints with professionalism and empathy, escalating complex issues to the appropriate department or manager for resolution.
• Follow up with customers to ensure their issues have been fully resolved to their satisfaction.

E. Internal Communication & Coordination

• Liaise with the warehouse operations and inventory control teams to monitor stock levels, track shipments, and provide accurate information to customers.
• Collaborate with the billing and documentation departments to ensure invoices and related paperwork are accurate and delivered promptly.
• Effectively communicate customer feedback and insights to management to help improve service offerings and operational processes.

F. Information Dissemination

• Disseminate all relevant announcements, service updates, and operational information to customers via email, phone, or a preferred communication channel.
• Ensure customers are aware of any changes in policies, procedures, or service schedules that may impact their business.

G. Administrative Tasks

• Support preparation and review of transaction-related documentation such as billing summaries, delivery receipts, gate passes, non-conformity reports, and withdrawal authorizations.
• Maintain accurate CRM logs of customer interactions, issues raised, resolutions, and feedback.
• Contribute to periodic customer service performance reports and audits.

QUALIFICATIONS

• Graduate of Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field
• Minimum of 2-3 years of experience in a customer service role, preferably in logistics, warehousing, or a related industry
• The incumbent will be assigned in Balagtas, Bulacan