Rep II - Customer Service

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Summary : Manage day-to-day customer service and operational activities for import and export shipments, ensuring timely and accurate execution. Coordinate shipment bookings, transportation arrangements, and documentation to support on-time delivery. Monitor shipment progress and provide proactive updates to customers regarding shipment status, delays, and service exceptions. Serve as the primary point of contact for customer inquiries, service requests, complaints, and operational escalations, while coordinating closely with airlines, freight forwarders, customs brokers, courier partners, and internal stakeholders to ensure smooth shipment movement. Prepare, review, and maintain shipping documentation, including Air Waybills (AWB), Commercial Invoices, Packing Lists, permits, and other regulatory documents. Support customs clearance activities and ensure compliance with Customs, Ministry of Health (MOH), MAQIS, DVS, NPRA, and other applicable regulatory requirements. Resolve shipment-related issues promptly by collaborating with customers, vendors, and operational teams, ensuring customer requirements and special handling instructions are accurately communicated and executed throughout the shipment lifecycle. Maintain accurate shipment records and updates in operational systems while meeting service level agreements (SLAs), operational cut-off times, and customer expectations. Review customer inquiries and new business requests to determine service requirements, operational feasibility, regulatory obligations, and appropriate logistics solutions. Prepare and coordinate customer quotations by obtaining operational costs, vendor rates, and service requirements, ensuring accurate and timely pricing proposals. Review and validate quotations for accuracy, profitability, service scope, and compliance with company policies before submission, and follow up with customers to address clarification requests and support business conversion opportunities. Support the management of time-critical, temperature-controlled, pharmaceutical, biotechnology, clinical trial, and healthcare shipments in accordance with customer requirements, GDP standards, regulatory requirements, and company procedures. Coordinate packaging requirements, ensure compliance with temperature-control and product-specific handling standards, manage packaging inventory and operational supplies, and track key performance indicators (KPIs) related to customer response times, shipment performance, service quality, quotation turnaround times, and exception management. Collaborate with cross-functional teams to drive service excellence, customer satisfaction, and continuous process improvement initiatives, while performing additional customer service, commercial support, and operational duties as assigned by management. .

2+ years of experience in Customer Service, Customer Support, Order Management, Customer Operations, Sales Support, or a related field. Hands-on experience in Quotation Management and preparing accurate customer quotations. Knowledge of Freight Booking and coordination of transportation and logistics activities. Experience in Shipment Management, including shipment tracking, monitoring, and delivery coordination. Familiarity with Country Codes, international shipping documentation, and global order processing. Ability to lead and guide a team, ensuring operational efficiency and service excellence. Monitor customer requests, inquiries, and operational issues to ensure timely resolution. Escalate non-standard issues and recurring service gaps to relevant