Customer Service Specialist

- What you will be doing
-:
The main attributions are related to keep customers, origin/destination offices and any other part involved on domestic/import/export process updated regarding shipments status, general information, tracking, instructions, following World Courier systems, policies and procedures.

The associate is responsible to assist customers on documents applied and assist all parties involved on sending moving shipments correctly and ensuring the temperature controlled.

Participate and interact with customers and internal areas during the process to implement new protocols, process, propose solutions, contribute to actions to improve, and maintain high performance in customer demand.

PRIMARY DUTIES AND RESPONSIBILITIES:

- Analyze shipment documents that are transmitted from/to World Courier offices, such as Invoices, Packing List, mawb, hawb, local documents and request amendments when needed.
- Send, receive and request instructions to/from World Courier offices to proceed with shipments following each Customs Regulations.
- Instruct customers on how to fill up shipment documents and assist them on doubts regarding delivery/pick up schedule and customs regulations.
- After checking shipment routing, carriers, shipment temperature and deadlines, schedule pick up/delivery with customer.
- Keep World Courier offices, customers and all parties updated on shipment process. Raise shipment orders on World Courier system
- Contact with customers using the different channels available and record the interaction and status in World Courier systems
- Monitor and update World Courier system reports and jobs that requires a feedback/action
- Follow World Courier procedures, working instructions and process, contribute with suggestions to improve the same and interact constantly as one of the team members that replicates the best practices in the area.
- Follow up replenishments needs with drivers, airport staff and origin/destination offices to keep the cold chain as per World Courier procedures.
- Instruct operation departments regarding shipment routes, package needs, labels, documents, delivery/pick up schedule, shipment handling and temperature-controlled instructions as aligned with customer.
- Notify import arrivals to importers, broker, airlines and airport administration company.
- Confirm proper temperature-controlled storage, update World Courier system and update all parties involved.
- Follow up replenishments needs with drivers, airport staff and origin/destination offices in order to keep the temperature controlled as per World Courier procedures.
- Follow up clearance status and request empty box/temperature monitor recovery
- Analyze temperature monitor results.
- Complete reports required by the customers.
- Identify problem areas/issues within internal provider and resolve in a timely and effective manner, for Domestic shipments.
- Build and maintain relationship with CSS staff and other departments within the company.
- Ensure that site contacts are up to date in CSS system
- Run reports in World Courier system, for both Domestic and International shipments.
- Analyze if there are any issues and/or risk (mainly temperature controlled) at the delivery/pick up and notify leadership, work closely to propose solutions whenever is needed.
- Follow up and act on critical shipments such as local billing and cell and gene therapy.
- Join and comment at meetings with OPS/CS teams/leadership and external meetings with customers.
- Assist on new team members training.
- Identify shipment issues and risks and solve problems whenever is needed.
- To work securely with all pertinent regulations (DGR / IATA) as well as the relevant laws and ordinances.
- To accomplish with the activities in accordance with quality standards as per ISO 9001, ISO 14001 and GxP compliance program.
- To carry out daily activities according to the Standard Operations Procedures (SOPs) and other internal guidelines

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Mandatory:
Fully graduated Business, Logistics or International Trade.

Good demand on Office and Windows

2-3 years of customer service experience in logistics/ international business, transport shipment

Desirable:
Courier Operations and Customs/MOH Regulation knowledge.

Experience on exports and imports operations of Pharma Industry/Clinical trials, perishables and cargo air transportation.

Language Skills:
Mandatory Fluent English Level (written and spoken)

REPORTS DIRECTLY TO:
Customer Service Supervisor

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Mandatory personal abilities:
1.Proactivity

2.Energy

3.Agility in learning, executing processes and solving problems.

4.Analytical documentation skills.

5.Sense of urgency

4.Polite and kind person

5.Dedicated

6.Organized

7.Attention to detail and care in execution

8.Commitment

9.Teamwork skills and easy relationship.

10.Customer oriented

11.Good written and spoken communication skills
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