Customer Service Representative

Soonest Global Express Corporation; Las Piñas; On-site; PHP 279,000 - 424,000; Full time

Job summary

Soonest Global Express Corporation in the Philippines is seeking a Logistics Customer Service Representative to support customers throughout the end-to-end shipping process and provide real-time status updates for timely, cost-efficient freight movement.

You will handle inquiries, input orders in TMS/WMS/ERP, coordinate pickups, prepare shipping documents, monitor OTIF, resolve issues, and maintain shipment records. Strong communication and accuracy are essential.

Responsibilities

• Serve as the primary contact for customer inquiries via phone, email, and internal systems regarding orders, shipments, and general logistics questions.
• Provide real-time shipment status updates, including tracking, delays, and exceptions.
• Enter and process customer orders accurately in the logistics or order processing system (TMS/WMS/ERP).
• Coordinate and schedule pickups and deliveries with carriers, warehouses, and customers.
• Generate and verify essential shipping documentation, such as Bills of Lading (BOL), Air Waybills (AWB), commercial invoices, and customs-related paperwork.
• Monitor and track shipments to ensure On-Time In-Full (OTIF) delivery and resolve transit issues.
• Quickly and effectively resolve customer and carrier issues related to transit, delivery discrepancies, damaged goods, or documentation errors.
• Process and manage claims for lost or damaged freight.
• Escalate complex or unresolved issues to the appropriate internal teams or management.
• Maintain accurate customer and shipment records within the company database/CRM system.
• Prepare and provide regular reports to management or customers, such as traffic reports, on-hand inventory, and performance metrics.
• Process and verify vendor invoices and assist in generating c

Job description

Job Description

Job Summary:The Logistics Customer Service Representative is responsible for providing exceptional support to customers regarding their shipments, managing the end-to-end logistics process, and ensuring the timely, accurate, and cost-effective movement of goods.

Key Responsibilities

• oServe as the primary point of contact for all customer inquiries via phone, email, and internal systems regarding orders, shipments, and general logistics questions.
• oProactively provide real-time updateson shipment status, including tracking, delays, and exceptions.
• oProcess and manage high volumes of inbound and outbound communication with professionalism and efficiency.
• oEnter and process customer orders accurately in the logistics or order processing system (TMS/WMS/ERP).
• oCoordinate and schedule pickups and deliveries with carriers, warehouses, and customers.
• oGenerate and verify essential shipping documentation, such as Bills of Lading (BOL), Air Waybills (AWB), commercial invoices, and customs-related paperwork.
• oMonitor and track shipments to ensure On-Time In-Full (OTIF)delivery and resolve any transit issues.
• oQuickly and effectively resolve customer and carrier issues related to transit, delivery discrepancies, damaged goods, or documentation errors.
• oProcess and manage claims for lost or damaged freight.
• oEscalate complex or unresolved issues to the appropriate internal teams or management.
• oMaintain accurate customer and shipment records within the company database/CRM system.
• oPrepare and provide regular reports to management or customers, such as traffic reports, on-hand inventory, and performance metrics.
• Process and verify vendor invoices and assist in generating c