Senior Specialist – Customer Service cum Operations

Job description
We Are Hiring

Senior Specialist – Customer Service cum Operations in Freight Forwarding & Logistics

Our client is one of the reputed companies which is located in Colombo.

Key Duties and Responsibilities

Customer Service
• Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly.
• Build and maintain strong relationships with customers to ensure high levels of satisfaction.
• Manage customer accounts, ensuring all documentation is accurate and up to date.
• Coordinate with internal departments to provide seamless and efficient customer service.

Operations Management
• Oversee end-to-end freight forwarding operations, including imports, exports, and domestic shipments.
• Monitor shipment schedules and ensure on-time deliveries by coordinating with carriers, customs, and other service providers.
• Ensure compliance with local and international shipping regulations.
• Troubleshoot and resolve operational issues to minimize delays and disruptions.

Documentation and Compliance
• Prepare and review shipping documents such as bills of lading, invoices, and customs declarations.
• Ensure accuracy and compliance with international trade regulations and customer requirements.
• Maintain proper records and filing systems for easy retrieval of shipment information.

Team Collaboration
• Collaborate with sales and marketing teams to support business development efforts.
• Provide training and mentoring to junior team members to enhance service quality and operational efficiency.
• Participate in process improvement initiatives to streamline operations and enhance customer experience.

Reporting and Analytics
• Monitor and analyze key performance indicators (KPIs) to assess operational efficiency and customer satisfaction.
• Generate periodic reports for management, highlighting achievements and areas for improvement.
• Forecast potential operational challenges and propose solutions to mitigate risks.

Qualifications
• Bachelor’s degree in logistics, supply chain management, or a related field.
• Minimum 5 years of experience in customer service and operations within the freight forwarding industry.
• Strong understanding of global trade regulations and shipping processes
• Excellent communication and interpersonal skills.
• Proficiency in freight management software and MS Office Suite.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Knowledge of customs clearance procedures is a plus.
• Strong understanding of freight operations, including door-to-door shipping.
• Familiarity with country codes, major airports, and freight shipment types.
• Booking knowledge and pricing/quotation creation too

Other
• This job description outlines the types of responsibilities the incumbent is required to perform. The incumbent may be required to perform job related tasks other than those specifically presented in this job description.
• This job description is subject to regular review.