Warehouse Customer Service Staff

Key Responsibilities:
• Warehouse Customer Service Staffs oversee the safe receipt, storage, retrieval and timely dispatch of goods.
• They will work with the Warehouse Manager to ensure daily operations, productivity and KPI targets are met and maintained.
• They will fully manage the WMS system, processing orders and tracking order status.
• They will act as the company’s gatekeeper, being the main contact of customers, and communicating effectively with them via phone calls and emails.
Key Tasks:
• Arranging shipments by examining arrival and delivery schedule received from customers
• Verifying orders by matching bills of lading or packing list; reconciling quantities; noting discrepancies
• Processing orders and managing transactions on system
• Tracking order status on pick-up and deliveries; logging information in the system
• Keeping customers informed by forwarding notices, shipment date and method, current status and answering questions
• Resolving 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
• Producing regular reports and statistics on a daily, weekly and monthly basis
• Contributing to team effort by accomplishing related results as needed
• Managing large amounts of incoming calls
• Identifying and assess customers' needs to achieve satisfaction
• Building sustainable relationships of trust through open and interactive communication
• Providing accurate, valid and complete information by using the right methods/tools
• Keeping records of customer interactions, process customer accounts and file documents
• Following communication procedures, guidelines and policies
• Acting as the company gatekeeper
• Working with Warehouse Manager to ensure proper customer service is being delivered
• Being able to fulfil other duties as assigned by Warehouse Manager and the company

Minimum Education /Qualifications
• University degree or equivalent with major in business administration /
supply chain management
Minimum Experience & Special Knowledge/Skills
• 3 years of MNC experience in freight forwarding and logistics industry
• Familiar with WMS systems and practices
• Multi modal knowledge and operational skills
• Knowledge of service levels expected by clients
• Fluent in local language and English (read, spoken and written)
• Proficient in MS office (excel/powerpoint)

Behavioral Competencies:
• Strong customer service skills
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize and manage time effectively
• Strong computer skills
• Decision making and problem solving skills
• Attention to detail and accuracy
• Excellent communication and presentation skills
• Team oriented
• Strive well under stress and meeting deadlines

- Follow the company's regulations

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