This role will provide the best service experience to our customers by addressing their inquiries, resolving complaints and providing information related orders completed, in transit or delivered , by addressing to the corresponded group in any other cases and continues improving the customer visibility.Overview the Logistics Claims Process, ensure we meet or exceed the targets and give best service experience to our customers.Overview the Order Scheduling Process to ensure the compliance of special instructions provided in each order.Responding customer inquiries via system, email, phone, text or chat; such but not limited to:Freight costTransit timesDeliveries/Shipments changesAll otherResolving complaints by addressing them in a timely and professional manner and ensure  the compliance of the company policies and procedures.Inform about the policies and proceduresBeing the only point of contact with the carrier and plant personnel.All otherProviding information related orders completed such as but not limited to:Shipment statusEstimated time of deliveryTracking informationAll otherResolving billing inquiries by creating credit or debit memos after confirmation from the corresponded department.Incorrect Freight cost applied during the billing process received via Navigator, email or phone call.Informing, billing and updating OTM with the accessorial charges generated after shipping due to Customer delays or changes; such but not limited to:LayoversAddress changed (extra miles, stop off added, etc.)Expedite deliveryAll otherCollaborating with other teams to provide the best customer experience.Identifying issues that need to be escalated to higher management or specialized departments.Compiling reports of customer interactions and inquiries to help to improve service quality and to implement corrective actions.Promote a continuos improvement environment
