Customer Service Representative

Job Description

Job Summary

The Customer Service Executive – Logistics is responsible for managing customer communications related to shipments, deliveries, and logistics operations. The role ensures timely updates, effective resolution of queries and escalations, and delivery of high service quality to ensure customer satisfaction.

Working Hours: 12hrs || 6 days/week

• Manage customer communication and provide timely updates on shipment and delivery status
• Handle customer queries related to logistics operations, delays, and service issues
• Address and resolve escalations in coordination with internal operations and transport teams
• Ensure accurate and proactive communication regarding delivery timelines and exceptions
• Coordinate with planning, dispatch, warehouse, and transport teams for issue resolution
• Maintain high standards of service quality and customer satisfaction
• Track shipments and provide real-time updates to customers as required
• Maintain records of customer interactions, complaints, and resolutions
• Identify recurring issues and support process improvements
• Ensure adherence to service level agreements (SLAs) and company policies

• Strong communication and interpersonal skills
• Customer handling and conflict resolution ability
• Good understanding of logistics and supply chain operations
• Ability to work under pressure and manage multiple queries
• Problem-solving and coordination skills
• Proficiency in MS Office and logistics tracking systems

• Bachelor's degree in Business Administration, Logistics, Supply Chain, or related field
• 1–4 years of experience in customer service, preferably in logistics or transportation industry
• Experience with shipment tracking or transport coordination is an advantage