Customer Service Representative

At DB Schenker, you are part of a global logistics network that connects the
world. A network that allows you to shape your career by encouraging you to
contribute and truly make a difference. With more than ‎72,000 colleagues
worldwide, we welcome diversity and thrive on individual backgrounds,
perspectives and skills. Together as one team, we are Here to move.
Purpose :
* To attain levels of customer satisfaction in all facets of customer service consistent with business goals.
* To act as a liaison between company and customer to ensure excellent communication and customer relations are sustained.
* As part of the operations team of Schenker LLC, work towards the combined corporate goals of the organization and contribute to the overall development of the organization.
* To actively contribute for deliverance of the agreed operational targets of the customer.
Key Areas of Responsibility:
Principal Activities
* Coordinate all inbound and outbound activity for all assigned accounts.
* Coordinate shipments with carriers. Arrange equipment, loading/unloading scheduling and other requirements.
* Verify shipments by matching necessary documents, reconciling quantities and communicating discrepancies.
* Communicate with customer on shipping schedule, pricing, product availability, product/shipping documentation, sample request and loading requirements, and order confirmation.
* Generate all related paperwork and necessary information required for customer work orders.
* Expediting any order as necessary, trace orders as required and notify customer of any activity concerning their stocks.
* Manages activities throughout the order fulfilment and transportation cycle to make sure established deadlines are met.
* Forecast, gather, input and coordinate inventory activity data to accurately reflect product movement, and ensure product availability for future orders/shipments.
* Will train new and existing employees on current Standard Operating Procedures, which includes but is not limited to: shipping, receiving, picking, and/or quality control documentation.
* Assist Warehouse associates in the completion of productivity sheets and accurate capture of KPI requirements.
* Assist Warehouse Supervisor in maintaining the level of employees consistent with a productive workforce.
* Assist the Warehouse Supervisor in ensuring that all associates handle product according to all prescribed quality procedures and guidelines.
Customer Relationship
* Maintain a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction.
* Act as a liaison between the warehouse and the customer for any operational requirements or changes.
* Investigate and communicate client complaints in accordance with established contact, site and company protocol.
Documentation
* Document processing and logistical support encompassing a variety of duties to include data entry, copying, faxing, filing, and labeling.
* Ensure the accuracy of all receiving and shipping documents.
* Assure that receiving counts match packing lists and purchase orders and that shipping count match picking documents.
* Oversee all paperwork associated with orders and maintain the corresponding files.
Internal coordination
* Coordinate with the warehouse team to expedite requests, time specific pickups and deliveries and other special requests.
* Coordinate with other departments to ensure that all customer requests are addressed and closed on time.
Monthly Reporting
* Prepare and Present monthly KPI reports.
* Prepare all operations related reports which includes but is not limited to: shipping, receiving, picking, inventory and/or quality control documentation.
Knowledge and Qualifications :
* Knowledge of activities related to Contract Logistics.
* Import & Export customs requirements and rules.
* Knowledge of Local Market Service Requirements.
* GCC Import & Export Regulations.