Purpose of the Job

The Customer Service Associate, reporting to the Control Tower Supervisor, will support logistics involving transportation, warehousing, and the flow of material, and is responsible for aiding all the incoming and outgoing orders along with documentation required for the movement. With direct contact to the Customer, the Customer Service Associate will control the flow of information and resolution of issues with the client.

Job Description

Typical duties include, but are not limited to:

• Clear, concise and timely communication to the Customer.
• Adhere to customer service policies and procedures to maximize the customer experience.
• Manage daily customer complaints and ensure timely resolution.
• Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.
• Interact regularly with customers to understand and respond to their needs and gather feedback on the service provided.
• Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvements.
• Implement identified and agreed improvements.
• Responsible for SRN creation & follow up on cases/complaints.
• Manage shipments, in and out movements through warehouse management system and other systems as required.
• Preparing of documents for in and out movement.
• Utilize various transportation provider software systems, to facilitate material movement planning and scheduling.
• Prepare and update logistics schedule to ensure deliveries to production locations.
• Coordinate product delivery schedules with customers.
• Coordinate daily activity to track location and movement of inventory. Provide reports to internal and external customers as required.
• Assist in obtaining necessary transportation permits for inbound and outbound shipments.
• Expedites all critical orders with local subcontract vendors.
• Works closely with providers to ensure efficient and effective execution of defined processes and goods transportation.
• Organizes and maintains hard copy and electronic documentation supporting order fulfilment.
• Re-routes freight as needed by the customer.
• Verifies accuracy of physical inventory when needed.
• Answers questions regarding sourcing from internal and external customers as needed.
• Verifies inventory locations and availability for shipment against requirements specified in purchase orders.
• Ensures that goods are shipped in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick up through delivery all the while targeting cost reduction, freight savings, service and contractual requirements.
• Provide project development support to multiple departments within the organization.
• Special project support as required.
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Job Requirements - Experience and Education

Leadership Behaviors

Skills