Role - Customer Service Assistant - Santos, Sao Paulo (Brazil)
Who we are
House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.
Currently House of Shipping is recruiting for a Customer Service Assistant on Behalf of its client in Santos, Sao Paulo - Brazil.
Job purpose
As a Customer Service Assistant at our Shipping Agency, your primary responsibility is facilitating smooth and effective communication with our clients. You will handle client inquiries, provide timely information about our services, and ensure a positive experience throughout their interactions with our agency.
Main tasks and responsibilities
* Handle customer inquiries promptly and professionally through multiple communication channels, ensuring timely resolution.
* Collaborate with the sales team to support inside sales by generating leads, maintaining customer databases, and preparing sales-related documents.
* Conduct telecalls to clients to check on shipment volumes for both in-house and third-party operations.
* Process orders, quotations, and contracts in compliance with company policies, while following up on clients' documents related to KYC and outstanding payments.
* Maintain and update customer accounts with accurate and up-to-date information.
* Proactively manage the entire shipment process, from booking to closure, ensuring compliance with procedures, providing status updates, and resolving customer inquiries.
* Coordinate with relevant parties for import and export shipments, including carriers, agents, brokers, and logistics partners.
* Monitor team productivity and collaborate to solve issues, ensuring that special instructions and best practices are followed.
* Build and maintain strong customer relationships by addressing inquiries, resolving disputes, and ensuring services are delivered as promised.
* Collaborate with internal teams to resolve customer issues and continuously improve customer satisfaction.
* Assist in organizing and conducting customer satisfaction surveys to gather feedback and enhance service quality.
* Perform additional tasks as assigned by the reporting manager to ensure operational continuity.
Background and Experience
* Minimum 2 years of experience in freight forwarding covering air and sea freight
* Product knowledge in liner and logistics services
* Understanding of shipping markets and operational processes across FCL, LCL, air cargo, and courier services
* Familiarity with shipping modules and procedure